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Support Center Technician II Job

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Date: May 19, 2019

Location: San Jose, CA, US, 95101

Company: Boston Scientific

Primary Location: [[filter2]]
Additional Locations: US-MN-Arden Hills
Requisition ID: 443440



Location: San Jose CA or Arden Hills MN


About this Role

This is a great time to join Boston Scientific and make a difference in patients' lives every day.  We are 23,000 colleagues strong, with an impressive portfolio of 13,000 products. Our Field Service Operations team supports exciting products such as intravascular ultrasound systems and electrophysiology systems for diagnosing and treating cardiac arrhythmias. Our team is growing as we continually invest in R&D for these businesses and are bringing new products to market.

We now have the vacancy in our TAC team (Technical Assistance Center) within Capital Equipment. Provides customer service and technical support by delivering the highest level of End User service performance and availability in a critical 24X7 environment.

Your Responsibilities

  • Provides Tier 1 “first respondent” medical device technical support within the US to customers.  On call after-hours rotation.
  • Provides Tier 2 Technical Support outside the US.
  • Provides telephone and email support/resolution to service requests according to defined service levels, while demonstrating technical expertise with customer computer hardware, software, network, and telecommunications systems.
  • Diagnoses, identifies, and isolates customer problems using historical database records to evaluate and prioritize issues; utilizes all technical resources to analyze and formulate plans of resolution to address customer problems.
  • Escalates unresolved calls to appropriate support specialist or service group and alerts management to recurring problems and patterns of problems.
  • Communicates clearly, professionally, and with exceptional customer service skills.
  • Participates in on-going training, procedural review/development, reporting, and compliance activities.
  • Collaborate with different internal departments in the organization
  • Support back office work flow (including but not limited to:  reporting, ticket closure, call backs, email responses and billing)
  • Hours:  Start between 05:30- 08:30.  People carry cell phone

What we are looking for

Basic Qualifications

  • Education level: Electronic or IT technician, Associates Degree or equivalent technical certification/3 years prior call center experience OR equivalent combination of education / work experience.
  • Flexible and representative attitude, customer centric
  • Computer literate, network knowledge required
  • Good social and communication skills
  • Creative thinking, innovative, logical, problem solver, multi-tasking

 Preferred Qualifications:

  • Medical equipment customer phone support experience
  • Experience with Service Management System such as: Salesforce, ServiceMax, Seibel, SAP Service Module
  • Good typing skills


Boston Scientific (NYSE: BSX) transforms lives through innovative medical solutions that improve the health of patients around the world. As a global medical technology leader for more than 30 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.


Boston Scientific is an Equal Opportunity Employer.


Posting Notes: [[filter2]]||US-MN-Arden Hills||Customer Service||[[mfield2]]

Nearest Major Market: San Jose
Nearest Secondary Market: Palo Alto

Job Segment: Technical Support, Telecom, Telecommunications, Technician, Medical, Technology, Healthcare