Application Specialist

Bausch + Lomb (NYSE/TSX: BLCO) is a leading global eye health company dedicated to protecting and enhancing the gift of sight for millions of people around the worldfrom the moment of birth through every phase of life. Our mission is simple, yet powerful: helping you see better, to live better.

Our comprehensive portfolio of over 400 products is fully integrated and built to serve our customers across the full spectrum of their eye health needs throughout their lives. Our iconic brand is built on the deep trust and loyalty of our customers established over our 170-year history. We have a significant global research, development, manufacturing and commercial footprint of approximately 13,000 employees and a presence in approximately 100 countries, extending our reach to billions of potential customers across the globe. We have long been associated with many of the most significant advances in eye health, and we believe we are well positioned to continue leading the advancement of eye health in the future.

FUNCTION DESCRIPTION

FUNCTION

ServiceMax Application Support Specialist

LEVEL/BAND*

BUSINESS UNIT

Surgical International

BUSINESS AREA

Surgical Technical Service Organisation

GEOGRAPHICAL RESPONSABILITIES

OUS

REPORTING TO

Technical Service Operation Coordinator International

JOB CODE

GOAL AND PURPOSE OF FONCTION

• Check Data entry of FSEs and Backoffice for accuracy
• Check Data for Process Fidelity
• Maintain Data related to the region
• Support SVMX Team with Technical Writing
• Support SVMX Team with performing Smoke and Function Testing
• Support SVMX by running UAT Test and follow documentation

MAIN ACTIVITIES / RESPONSIBILITY AREA

• Check Cases and Work Orders for accuracy and process alignment
• Follow up with FSEs for necessary correction
• Check field RMA activities
• Cooperate with SVMX Competence Team for process improvement
• Ensure Data accuracy for KPI measurement
• Run smoke test, function test and UAT for new enhancements, tickets and developments
• Technical writing
• Test scripts
• Training guides
• Process descriptions
• Process flows
• Trouble shooting of technical issues in SVMX & Support

Complaint Handling

• Cooperate with GDCM and external LM for compliance of B+L Processes.
• Capture all necessary functionality in SVMX to support SOPs for complaint handling for internal and external LMs

PROFESSIONAL BEHAVIOUR

Professional behaviour:

• Be solutions oriented
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Be process oriented and understand the importance of data maintenance accuracy for Quality, Regulatory and Operation
• Consideration of general terms and conditions
• Takes initiative and responsibility for updating their own learning and knowledge relating to processes and documentation upkeep
• Participation in all relevant trainings
• Compliance with legal requirements and business rules / SOPs as necessary

SCOPE

Global

Main REFERENCE PERSONS / GROUPS / TEAMS in the internal and external NETWORK

• Bausch + Lomb field service teams
• Business partners field service teams (distributors)
• Bausch + Lomb TSOC teams
• OUS Technical Service Operation group
• APAC, WEU, Distops, LATAM
• Technical Service Operation Specialists OUS
• Internal customers / business partners

Requirements for TRAINING and QUALIFICATION

• Operational background in Technical Service Organizations
• Good PC skills (MS Office, ERP, CRM)
• SFDC and/or SVMX experience
• Power-BI, ERPLx, SAP is a major Plus
• Excellent communication skills
• Analytical abilities
• Team oriented working culture

Requirements for the PROFESSIONAL EXPERIENCE

• Bachelor or higher degree in business economics OR IT with business experience
• 2 Years experience in Service Operation Function
• 2 Years experience in Service CRM SFDC/SVMX
• Experience in ERP systems
• Local language + Fluent English verbal and in writing to communicate with Global internal/external contacts

Note to the function owner:

This functional description defines your organizational integration, objectives of the function, main tasks, management responsibility, scope of the position, cooperation in the internal and external network, the requirements for qualification and training and professional experience.

In this context, you should act and decide independently.

Please inform your supervisor (s) if significant deviations from this functional description have occurred in your activity.

Approved by Employee

Signature:

Date:

Approved by Manager

Signature:

Date:

Approved by Local HR

Signature

Date

This position may be available in the following location(s): [[location_obj]]

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

[IF APPLICABLE] For U.S. locations that require disclosure of compensation, the starting pay for this role is between [$000,000.00 and $000,000.00] [or $00.00 - $00.00 per hour]. The estimated salary range reflects an anticipated range for this position. The actual base salary offered may depend on a variety of factors.

[SHOULD BE INCLUDED WITH PAY TRANSPARENCY LANGUAGE IN THE PARAGRAPH ABOVE IF APPLICABLE] U.S. based employees may be eligible for short-term and/or long-term incentives. They may also be eligible to participate in medical, dental, vision insurance, disability and life insurance, a 401(k) plan and company match, a tuition reimbursement program (select degrees), company holidays, and well-being benefits, among others. U.S. based employees are also eligible to receive sick time, floating holidays and paid vacation.

Job Applicants should be aware of job offer scams perpetrated through the use of the Internet and social media platforms.

Our Benefit Programs:Employee Benefits: Bausch + Lomb (https://www.bausch.com/careers/benefits/)

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.