Technical Support Specialist I

Work mode: Onsite

Onsite Location(s):

Arden Hills, MN, US, 55112

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.

Technical Support Specialist I

About the Role: 
At Boston Scientific, we are seeking a bilingual professional who can provide exceptional support to both English and Spanish speaking customers across global markets. 

As a Technical Sales Support Specialist I at Boston Scientific, you will provide industry-leading technical support to customers through multiple communication channels, including phone and email. You will be the first point of contact for service-related inquiries, supporting our capital equipment product lines and ensuring efficient case resolution. Your role will involve managing technical cases, coordinating with cross-functional teams, and maintaining the accuracy of service and install base data within our systems. 

This position offers a dynamic opportunity to grow your technical and customer service expertise within a collaborative and mission-driven organization. 

Work model, sponsorship, relocation: 

At Boston Scientific, we value collaboration and synergy. This role follows an onsite work model requiring employees to be in our local office in Arden Hills, Minnesota five days per week. 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 Include: 

Serve as the first point of contact for internal and external customer inquiries 
Create, manage, and close service cases in the Global Service Management System (GSMS) 
Monitor and verify the accuracy of install base data in GSMS, escalating discrepancies to the appropriate department 
Initiate, release, or request capital equipment orders for repair activities 
Act as the primary contact within the Customer Equipment Technical Services (CETS) organization for product support and case-specific information 
Collaborate with cross-functional teams across Boston Scientific to coordinate service interventions 
Adhere to good documentation practices when recording all activities in GSMS 
Manage both standardized and non-standardized troubleshooting activities involving capital equipment 
Analyze product performance and recommend optimal device management solutions 
Maintain proficiency in current and future market-released products, meeting required competency levels

What We're Looking For:

Required Qualifications: 

English- and Spanish-speaking and writing proficiency 
High school diploma or equivalent 
Proficiency with computers and basic software tools 
Strong technical aptitude 
Ability to work different 8-hour shifts during call center hours: 
- Monday to Thursday, 7:00 AM to 6:00 PM CST 
- Friday, 7:00 AM to 5:00 PM CST

Preferred Qualifications: 

Minimum of 1 year experience in a call center environment 
Experience providing customer support for medical equipment 
Familiarity with service management systems such as Salesforce, ServiceMax, Siebel, or SAP Service Module 
General understanding of technical and business concepts, policies, and procedures 
Working knowledge of industry standards and practices 
Customer service mindset with a flexible and professional demeanor 
Basic troubleshooting capabilities

Requisition ID: 628290

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.

Nearest Major Market: Minneapolis
Job Segment: Technical Support, Testing, Call Center, ERP, Technology, Bilingual, Customer Service

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