Service Support Specialist, APAC

Additional Locations:  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.

Purpose Statement

To manage Capital Equipment service programs in support of sales, marketing, and service operations globally. Responsible for scheduling support, coordination, communication, business transactions, team alignment, and issue resolution (as needed) to ensure on time and successful divisional projects and activities for Capital Equipment . This role involves the management of customer accounts to ensure APAC and global customer satisfaction. This include providing support to department and teams in the resolution of order processing and customer issues, contributing to the development and implementation of short-term and long-term solutions to improve Customer Service processes within the division and the Technical Assistance Center (TAC) in the technical service organization.

Key Responsibilities

• Manage service programs in support of equipment installations, evaluations, relocations, upgrades, and associated activities including the monitoring, review, and debrief of Global Service Management System (GSMS) activities

• Support business processes by gathering information, analyzing requirements, and defining and documenting problems related to Service Support and TAC processes

• Responsible for corrective actions driving long-term improvements in Service Support and TAC processes

• Coordinate program related product launch communications and meetings to inform stakeholders of launch dates and requirements

• Facilitates discussions and attends pre-launch related meetings with Service Development, Technical Support, Manufacturing, Marketing, QA, Sales, Supply Chain, and Inventory to ensure adequate preparation, communication, and adherence to launch plans

• Provide support, monitoring, and maintenance for divisional projects

• Support TAC team members addressing program specific customer-related issues

• Provide guidance and training to team members on the implementation of short and long-term system improvements

• Works closely with stakeholders to manage Installation Planning activities including but not limited to determining the appropriate configuration of parts and equipment, scheduling, and logistics

• Support marketing launch and Limited Market Release strategy by implementing appropriate internal business processes and assists in the training/communication of the processes with the sales force

Key Qualifications

• College degree or equivalent experience working in medical device industry, or similar regulated environment. Bachelor’s degree preferred

• 2+ years experience working in role supporting Sales Operations &/OR Service Operations/Customer Services

• Preferred experience include working in a field service organization, material handling documentation, inventory maintenance, calibration, procurement, global operations or distribution environments

• Experience with Quality & Business Systems

• Good communication skills in writing and speaking

• Stakeholder management skills for internal and external customers

• Proficient in generating reports using Microsoft tools.1-3 years experience in SAP, SalesForce or equivalent systems

Requisition ID: 598914

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!