Technical Sales Support Specialist I

Additional Location(s): US-MN-Mankato/Rochester

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing – whatever your ambitions.       

Technical Sales Support Specialist I

About the Role:

At Boston Scientific, the Technical Sales Support Specialist I is responsible for supporting the initiatives of the Customer Experience organization including responses to inquiries from both internal and external customers with the goal of delivering consistent performance that achieves the highest level of customer satisfaction and loyalty. You will also liaise with the internal marketing, engineering, and systems administration teams. Must be knowledgeable about computer hardware, software, troubleshooting technology-related issues, and technical problem solving.

Shift: 10:00AM-7:00PM
Work Mode: Hybrid (three days per week onsite)
At Boston Scientific, we value collaboration and synergy. This role follows a hybrid work model and requires employees to be onsite at our Arden Hills or Rochester, Minnesota offices at least three days per week. The schedule for this position is 10:00 a.m. to 7:00 p.m. CST. In addition, this position participates in a rotational on-call schedule.

Visa Sponsorship:

Boston Scientific will not offer sponsorship or take over sponsorship of an employment VISA for this position at this time.

Your Responsibilities Include:

• Troubleshoots technical problems to determine the root cause while providing the client with timely status updates until resolution.
• Become a software expert in your assigned software application(s).
• Demonstrate responsiveness and sense of urgency in all customer interactions.
• Document cases and customer interactions using issue tracking system.
• Supports QMS requirements related to compliant customer Vigilance and MDR compliant handling.
• Participates in the creation and maintenance of a Support knowledgebase content.
• Research issues by collaborating with other internal resources when a solution is not readily available.
• Advocate for customers by coordinating and communicating suggestions for software enhancements.
• Supports equipment set-up needs, account specific application configurations, and trains healthcare professionals in the use of CDx Services products.
• Participates as an important member of the Customer Service Team (which includes Director of Customer Service, Managers of Customer Service and other Customer Service Team Members).
• Reports system malfunctions or performance issues to appropriate CDx Services Support personnel and outsourced providers; and works to support the correction of such deficiencies while informing stakeholders of the corrective status.
• Provides support for internal teams including clinical trials, deployment services, marketing, and sales.
• Assists the System Test team in conducting validation and verification activities.
• Works to achieve the day-to-day Customer Service Team’s quality objectives and goals.
• Ability to travel to customer site to resolve issues or deliver training.
• Performs requisite administrative tasks, including but not limited to preparing reports, procedures, and other necessary documentation.
• Participate in an on-call rotation for after-hours support (approximately once quarterly)

What We’re Looking For:

Required Qualifications:

• Bachelor’s degree or the equivalent combination of education and experience required
• 1-2 years customer service experience. 
• Ability to work on a schedule of 10:00 a.m. to 7:00 p.m. CST, five days per week, and participate in a rotational on-call schedule.

Preferred Qualifications:

• Proficiency with MS Office (Word, Excel and PowerPoint)
• Effective communication skills, including listening, writing, and speaking
• Strong time management skills and ability to effectively manage multiple priorities
• Strong analytical, problem-solving, and interpersonal skills
• Ability to translate customer requirements into product functionality and design
• Ability to work independently and integrate into a team environment
• Experience providing customer support for software applications
• Experience conducting training for existing customers or prospects
• Ability to lead training sessions with confidence
• Previous experience within software industry or clinical research is preferred 

Requisition ID: 634312

Minimum Salary: $51000 

Maximum Salary: $96900 

The anticipated compensation listed above and the value of core and optional employee benefits offered by Boston Scientific (BSC) – see www.bscbenefitsconnect.com—will vary based on actual location of the position and other pertinent factors considered in determining actual compensation for the role. Compensation will be commensurate with demonstrable level of experience and training, pertinent education including licensure and certifications, among other relevant business or organizational needs. At BSC, it is not typical for an individual to be hired near the bottom or top of the anticipated salary range listed above.

Compensation for non-exempt (hourly), non-sales roles may also include variable compensation from time to time (e.g., any overtime and shift differential) and annual bonus target (subject to plan eligibility and other requirements).

Compensation for exempt, non-sales roles may also include variable compensation, i.e., annual bonus target and long-term incentives (subject to plan eligibility and other requirements).

For MA positions: It is unlawful to require or administer a lie detector test for employment. Violators are subject to criminal penalties and civil liability.

Boston Scientific transforms lives through innovative medical technologies that improve the health of patients around the world. As a global medical technology leader for more than 45 years, we advance science for life by providing a broad range of high-performance solutions that address unmet patient needs and reduce the cost of healthcare. Our portfolio of devices and therapies helps physicians diagnose and treat complex cardiovascular, respiratory, digestive, oncological, neurological and urological diseases and conditions. Learn more at www.bostonscientific.com and follow us on LinkedIn.

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 identity, gender expression, veteran status, age, mental or physical disability, genetic information or any other protected class.

Please be advised that certain US based positions, including without limitation field sales and service positions that call on hospitals and/or health care centers, require acceptable proof of COVID-19 vaccination status.  Candidates will be notified during the interview and selection process if the role(s) for which they have applied require proof of vaccination as a condition of employment.  Boston Scientific continues to evaluate its policies and protocols regarding the COVID-19 vaccine and will comply with all applicable state and federal law and healthcare credentialing requirements.   As employees of the Company, you will be expected to meet the ongoing requirements for your roles, including any new requirements, should the Company’s policies or protocols change with regard to COVID-19 vaccination.