Lead Field Technician - Northeastern US Territory

Additional Location(s): US-MA-Boston; US-MA-Marlborough; US-PA-Philadelphia

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: 
The Lead Field Technician will function as an interface to patients to perform service-related activities (Installations, Troubleshooting, Warranty Decisions, Complaint Handling, Sales Orders, RGA’s, event registration, candidate requests, etc.).  Accountable for complying with all Regulatory requirements with respect to complaint handling and maintaining the accuracy of the data within BSC business systems. 

Interested in hearing from a Field Service Technician at Boston Scientific? Check out our video featuring Bob to learn more about the role: https://videomy.co/sh2Iydw

Your Responsibilities will Include:

• Key Requirements:
  • System installation and complex system integration at customer sites.
  • Implementation of equipment upgrades.
  • Electrical and mechanical troubleshooting and component replacement.
  • Preventive and corrective maintenance.
  • In-servicing equipment and training medical personnel.
  • Reporting of field activities
  • Support all quality and regulatory requirements.
    • 60-70% of time providing FSE technical support within assigned territory.
    • 30-40% of time supporting FSE leadership activities throughout assigned territories.
• Team Lead Responsibilities:
  • Assist Field Service Engineering (FSE) Leadership:
    • Provide day-to-day situational guidance for a group of Field Service Engineers.
    • Provide guidance to FSE staff to ensure performance expectations, key performance indicators, safety, etc. are being met.
    • Help to identify training opportunities for the FSE staff.
    • Conduct small team meetings to ensure expedient communication of relevant information and as an open forum for input.
      • Operational review (PM, Field Repairs etc.) using metrics.
      • Recommend solutions to capacity issues.
      • Day to Day business (ex. field repairs)
• Scheduling and Escalation:
  • Schedule and organize team activities in conjunction with FSE leadership.
  • Lead customer installation site survey and project management activities, coordinating efforts of other FSE staff.
  • Provide subject matter expertise in handling escalated customer calls as needed.
  • Provide guidance on schedule and conflict resolution.
• Technical Support and Escalation:
  • Provide subject matter expertise in handling escalated customer calls as needed.
  • Assist Field Service Engineers with technical issues.
    • Be first escalation path for FSE staff.
  • Represent Field Engineering on new product and service development.
  • Stay current on internal work processes, policies, and procedures.
  • Identify and lead VIP activities.

Required Qualifications:  

• Degree/Diploma in Electronics/Electrical/Biomedical engineering or related field with 8 years of relevant experience. Equivalent combination of education and experience may be considered in lieu of degree.
• Exhibits leadership skills. Proven work experience as a team or project group leader. 
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations. 
• Work well under pressure and follow through on items to completion. 
• Strong communication skills, both written and verbal 
• Ability to influence teams. Provide input and support in conjunction with the FSE leadership. 
• Provide guidance in prioritization of tasks, and meeting timelines and deliverables. 
• Ability to mentor, coach and provide direction to a team of employees. 
• Willingness to work a flexible schedule. 

Preferred Qualifications: 

• Experience with the integration of complex medical device capital equipment systems. 
• Strong collaborative skills with cross-functional partners including Sales, Product Marketing, R&D, Quality, and Service Development Engineering. 
• Able to work independently and responsibly with minimal supervision and manage multiple assignments / projects effectively. 

Requisition ID: 596680

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

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

Boston Scientific maintains a prohibited substance free workplace. Pursuant to Va. Code § 2.2-4312 (2000), Boston Scientific is providing notification that the unlawful manufacture, sale, distribution, dispensation, possession, or use of a controlled substance or marijuana is prohibited in the workplace and that violations will result in disciplinary action up to and including termination.

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.