Technical Support Specialist I

Additional Location(s):  N/A

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.           

About the role:
As a professional, you will provide global, industry-leading technical support to customers via multiple communication channels (phone, email, etc.). You apply knowledge of technical and business concepts to interpret and execute company policies and procedures, resolving service issues efficiently. You contribute to service quality by managing cases accurately and monitoring data integrity.  
This role requires specialized product knowledge in medical and capital equipment systems, typically obtained through advanced technical training or equivalent experience.

Work model, sponsorship, relocation:

At Boston Scientific, we value collaboration and hands-on innovation. This position is based fully on-site at our Arden Hills, MN location. Boston Scientific will not offer sponsorship or take over sponsorship of an employment visa for this position at this time. Relocation assistance is not available for this position at this time.

Your responsibilities will include:

• Serve as contact for internal and external customer inquiries, providing timely and professional support for their Capital Equipment.
• Create, manage, and finalize service cases in the Global Service Management System (GSMS), ensuring documentation accuracy and compliance.
• Monitor install base data accuracy and notify responsible departments of discrepancies.
• Create, release, or request orders for Capital Equipment repairs.
• Act as a contact point within the Capital Equipment Technical Services team for supported products and specific case information.
• Interact with the BSC team, to manage interventions and escalate as needed.
• Apply entry-level troubleshooting skills to analyze product operation and recommend optimal device management strategies.
• Maintain good documentation practices while recording activities.
• Participate in training and continuous learning to improve product and service knowledge.

Required Qualifications:

• Fluent in English (spoken and written)
• Associate’s degree or higher in a relevant field; or an equivalent combination of education and relevant technical experience
• Two years of relevant technical work experience required, unless substituted by an associate's degree or bachelor’s degree in a related field
• Strong computer literacy and technical aptitude
• Demonstrated ability to exercise independent judgment in analyzing and resolving complex customer and operational issues
• Ability to work flexible times within call center hours

Preferred Qualifications:

• Minimum 1 year of experience in technical customer support or related call center roles
• Experience supporting medical equipment or capital equipment products
• Familiarity with Service Management Systems such as Salesforce, ServiceMax, Siebel, or SAP Service Module
• Knowledge of industry practices and regulatory standards
• Strong problem-solving skills and a proactive, customer-focused approach
• Experience in mentoring or providing guidance to less experienced team members
• Bilingual in Spanish and/or Portuguese (spoken and written)

Requisition ID: 621908 

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.

As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do – as a global business and as a global corporate citizen.

So, choosing a career with Boston Scientific (NYSE: BSX) isn’t just business, it’s personal. And if you’re a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you!

At Boston Scientific, we recognize that nurturing a diverse and inclusive workplace helps us be more innovative and it is important in our work of advancing science for life and improving patient health. That is why we stand for inclusion, equality, and opportunity for all. By embracing the richness of our unique backgrounds and perspectives, we create a better, more rewarding place for our employees to work and reflect the patients, customers, and communities we serve. 

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.

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.