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Technical Support Specialist Job

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Date: Jan 7, 2021

Location: Kerkrade, LI, NL

Company: Boston Scientific

Additional Locations:

 

 

Purpose and Passion • Comprehensive Benefits • Life-Work Integration • Community • Career Growth

At Boston Scientific, you will find a collaborative culture driven by a passion for innovation that keeps us connected on the most essential level. With determination, imagination and a deep caring for human life, we’re solving some of the most important healthcare industry challenges. Together, we’re one global team committed to making a difference in people’s lives around the world. This is a place where you can find a career with meaningful purpose—improving lives through your life’s work.

 

About the role:

To provide remote technical support by phone, e-mail or virtual applications to external and internal customers in a critical 24x7 international Medical Capital Equipment environment. The role supports the EMEA region with the highest possible level of End User Services experience. The role is based in the Kerkrade site.

 

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 customers via telephone and e-mail, to solve problems related to medical devices, including computer hardware, software, network, and telecommunications 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;
  • 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;
  • Excellent English and French verbal and writing skills, German language skills are a pre;
  • 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, no nine-to-five attitude;
  • Stress-proof in challenging situations;
  • Good social and communication skills;
  • Good Document Practices skills;
  • Ambition, eagerness to improve and drive for results.

 

About us

As a global medical technology leader for more than 35 years, our mission at Boston Scientific (NYSE: BSX) is to transform lives through innovative medical solutions that improve the health of patients. If you’re looking to truly make a difference to people both around the world and around the corner, there’s no better place to make it happen.

 

Requisition ID: 472316

 


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