Service Support Specialist

Recruiter: Spencer Gregory Hale

Service Support Specialist

About the role:

The Service Support Specialist will manage capital equipment service programs in support of sales, marketing, and service operations for capital equipment globally.

The Service Support Specialist will be responsible for the scheduling support, coordination, communication, business transactions, team alignment, and issue resolution (as needed) to ensure on time and successful divisional projects and activities for capital equipment.  The Service Support Specialist will support business units in the management of customer accounts to ensure US and global customer satisfaction.  Supports department and teams in the resolution of order processing and customer issues.  Provides input to the development and implementation of short and long-term solutions to improve Customer Service processes in the division and in the technical service organization Technical Assistance Center (TAC).

Your Responsibilities Will Include:

• Manage service programs in support of equipment installations, evaluations, relocations, upgrades, and associated activities including the monitoring, review, and debrief of Global Service Management System activities.
• Supports business processes by gathering information, analyzing requirements, and defining and documenting problems related to Service Support and TAC processes.
• Responsible for corrective actions driving long-term improvements in Service Support and TAC processes.
• Coordinates program related product launch communications and meetings to inform stakeholders of launch dates and requirements.
• Facilitates discussions and attends pre-launch related meetings with Service Development, Technical Support, Manufacturing, Marketing, QA, Sales, Supply Chain, and Inventory to ensure adequate preparation, communication, and adherence to launch plans.
• Provides support, monitoring, and maintenance for divisional projects.
• Supports TAC team members addressing program specific customer-related issues.
• Provides guidance and training to team members on the implementation of short and long-term system improvements.
• Works closely with stakeholders to manage Installation Planning activities including but not limited to determining the appropriate configuration of parts and equipment, scheduling, and logistics.
• Supports marketing launch and Limited Market Release strategy by implementing appropriate internal business processes and assists in the training/communication of the processes with the sales force.

Required Qualifications:

• College degree or equivalent experience of 2-3 years working in medical device industry, or similar regulated environment
• 2+ years experience working in role supporting Sales Operations &/OR Service Operations
• Experience with Quality & Business Systems
• 1-3 years of SalesForce experience 

Preferred Qualifications:

• Bachelor’s degree preferred
• Preferred experience includes working in a field service organization, material handling documentation, inventory maintenance, calibration, procurement, global operations or distribution environments.
• 1-3 years experience in SAP

 Requisition ID: 594043

Among other requirements, Boston Scientific maintains specific prohibited substance test requirements for safety-sensitive positions. This role is deemed safety-sensitive and, as such candidates will be subject to a prohibited substance test as a requirement. The goal of the prohibited substance testing is to increase workplace safety in compliance with the applicable law.

Boston Scientific Corporation has been and will continue to be an equal opportunity employer. To ensure full implementation of its equal employment policy, the Company will continue to take steps to assure that recruitment, hiring, assignment, promotion, compensation, and all other personnel decisions are made and administered without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identify, gender expression, veteran’s status, age, mental or physical disability, genetic information or any other protected class.