Technical Support Manager - Capital Equipment Technical Services

Additional Locations: 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.

About the role:
Supervise a Call Center responsible for Technical support related to Medical Electrical Equipment. Liaise with multiple departments to ensure maximum uptime of systems in the field to achieve maximum customer satisfaction. (Co)-Lead projects to improve Call Center processes. 

Be a backup for the Service support Supervisor who is responsible for a team that manages the planning of installations, Upgrades & preventive maintenance
 

Your responsibilities include:

• Manage all aspects of the Call Center. Structure, staff and manage organizations for achievement of department and Service objectives.

• Manage day to day operations and scheduling of personnel to meet customer needs.
• Provide customer service and technical support for all supported BSC equipment offerings.

• Establish and support a work environment of continuous improvement that supports BSC's Quality Policy, Quality System and the appropriate regulations for the area supported.
• Ensure employees are trained to do their work and their training is documented.
• Enhance and ensure the existence of effective coaching for consistent improvement and development of employees. Provide personal development plans and performance reviews on a timely basis
• Maximize employee satisfaction and retention.
• Develop action plans and follow through to impact change.
• Identify, recommend and support the implementation of various programs for the improvement of Call Center processes.
• Continually evaluate, improve and implement changes to assure customer-centric departmental focus.
• Ensure that there are adequate staffing levels to meet predicted work order volumes.
• Drive the desired results to achieve a competitive advantage through on-going evaluation of performance and processes.
• Manage escalations, internal escalation meetings, and reporting
• Interface with; internal and external customers, sales, R&D, Field engineering managers, and international counterparts.
• Communicate effectively with internal/external customers to keep them informed of status of the process.
• Joined budget owner with manager CETS service center.

 
What we are looking for:

• Education level: Bachelor (HBO)
• Experience in a service organization is an advantage
• A technical background is an advantage
• Experience with SAP / Service Cloud / Salesforce is an advantage
• Good interpersonal and communication skills.
• Experience in Multicultural environment.
• Team player, proactive, hands on approach.
• Languages: Fluency in English essential, other European Languages an advantage.

What we offer you:

• Attractive benefits package - very competitive salary (including 8% holiday pay, 13th month and yearly bonus)
• 30 days of annual leave
• A very good pension scheme
• A stock purchase program
• Excellent training/development programmes to influence your career
• Inhouse gym facility (free of charge)
• Option to lease a (electric) bicycle
• Inspirational colleagues & culture
• Fast Growing and innovative environment
• A team-oriented company culture
• International opportunities

Are you ready to take on this challenge?

Does this position sound like the next step in your career? We look forward to receiving your application! Join a team that works together to find solutions that make a difference!

Requisition ID: 629275

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.