Technical Support Specialist

Additional Locations: Germany-Düsseldorf; Belgium-Diegem; Netherlands-Kerkrade

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.

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About the role:
To provide remote technical support by phone, e-mail or virtual applications to external and internal customers in an international Medical Capital Equipment environment. The role supports the EMEA region with the highest possible level of End User Services experience and provides full technical training.

Your responsibilities include:

• Providing telephone- and email support to service requests according to defined service levels, while demonstrating technical expertise and exceptional customer service skills;
• Use of virtual applications in order to support customers remotely;
• Providing second line Technical Support outside the EMEA region to internal and external customers;
• Interacting with external and internal customers via telephone and e-mail, to solve problems related to medical devices, including computer hardware, software, network, and other systems;
• Diagnosing, identifying, and isolating customer problems using historical database records to evaluate and prioritize issues;
• Utilizing all available technical resources to analyze and formulate plans of resolution to address customer problems;
• Escalating unresolved calls to appropriate support specialist or service group and alert management on recurring problems and patterns of problems;
• Participating in on-going training, procedural review/development, reporting, and compliance activities;
• Participating in after hours on-call pool for Patient On the Table (POT) calls (optional);
• Supporting business processes by gathering information, analyzing requirements, and defining and documenting problems related to Customer Service and technical assistance center processes;
• Providing guidance and training to team members on more complicated customer issues and the implementation of short and long-term system improvements.

 
What we are looking for:

• Education level: MBO+/HBO level or equivalent, experience in technical specialization and customer support;
• Excellent English verbal and writing skill, additionally at least one or two of the following languages is required:
  • German
  • French

• Technical background/proficiency, computer literate;
• Relevant Experience in technical problem-solving environment, distribution, sales and direct customer environment;
• A problem-solving attitude combined with liaison focused communication skills;
• Flexible and representative ;
• Comfortable in challenging situations;
• Good social and communication skills;
• Good Document Practices skills;
• Ambition, eagerness to improve and drive for results.

Requisition ID: 595591

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!