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Technical Support Specialist I Job

Boston Scientific's hybrid workplace includes remote and onsite roles. By applying to this position, you will have the opportunity to discuss your preferred working location with your Talent Acquisition Specialist.

Remote Eligible:  Onsite
Onsite Location(s): 


Additional Location(s): US-MN-Minneapolis

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:
General/medium knowledge and application of technical and business concepts, procedures, and practices. Interprets company policies and procedures to resolve issues. Medium knowledge of industry practices and standards. Provide global industry-leading technical support to customers via multiple communication pathways (phone, fax, email, etc.).


Your responsibilities will include:

  • Function as first contact for (internal and external) customer inquiries
  • Creation, management, and final closure of service cases in the Global Service Management System
  • Monitor accuracy of install base data in the Global Service Management System with signaling function to responsible department
  • Creation, releasing or requesting orders of Capital Equipment for repair activities
  • Main contact within CETS organization for advice on supported products and/or specific case information
  • Interact with a wide range of the BSC organization, to manage interventions
  • Practice excellent "good documentation practices" while recording activities in the Global Service Management System
  • Manage standardized and non-standardized troubleshooting activities regarding Capital Equipment between customer, sales and CETS
  • Analyze and assess product operation and make recommendations for optimal device management
  • Achieve and maintain proficiency in market-released and future products with affiliated proficiency level
  • Receives incidental supervision. Makes recommendations which may be reviewed by supervisor or designee. May exercise authority within limits. May seek guidance in resolving problems.
  • Participates in the development of others by providing case-to-case support.
  • Makes recommendations which may be reviewed by supervisor or designee
  • May exercise authority within limits.
  • May seek guidance in resolving problems


Required qualifications:

  • Minimum of 2 years' experience in customer service 
  • Excellent communication skills written and verbal.
  • Education level: Electronic or IT technician, Associates Degree, or equivalent technical certification.
  • Flexible and representative attitude, customer service focused
  • Computer literate, network knowledge required
  • Creative thinking, innovative, logical, problem solver, multi-tasking
  • Case management skills
  • Ability to work different 8 hour shifts. Call center hours are 7am to 6:00pm CST and Friday 7am to 5:00 pm CST


Preferred qualifications:

  • Prior call center experience
  • Medical equipment customer phone support experience
  • Experience with Service Management System such as: Salesforce, ServiceMax, Seibel, SAP Service Module
  • Good typing skills
  • General knowledge and application of technical and business concepts, procedures, and practices
  • Interprets company policies and procedures to resolve issues
  • Beginning knowledge of industry practices and standards
  • French, Spanish speaking and writing skills a plus
  • Flexible and representative attitude
  • Good communication skills
  • Good Document Practices skills
  • Basic troubleshooting capabilities which don't necessarily require a technical education or equivalent


Requisition ID: 525638


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!


At Boston Scientific, we recognize that nurturing a diverse and inclusive workplace helps us be more innovative and it is important in our work of advancing science for life and improving patient health. That is why we stand for inclusion, equality, and opportunity for all. By embracing the richness of our unique backgrounds and perspectives, we create a better, more rewarding place for our employees to work and reflect the patients, customers, and communities we serve. Boston Scientific is proud to be an equal opportunity and affirmative action employer.


Boston Scientific maintains a drug-free workplace. Pursuant to Va. Code § 2.2-4312 (2000), Boston Scientific is providing notification that the unlawful manufacture, sale, distribution, dispensation, possession, or use of a controlled substance or marijuana is prohibited in the workplace and that violations will result in disciplinary action up to and including termination.


Please be advised that certain US based positions, including without limitation field sales and service positions that call on hospitals and/or health care centers, require acceptable proof of COVID-19 vaccination status.  Candidates will be notified during the interview and selection process if the role(s) for which they have applied require proof of vaccination as a condition of employment.  Boston Scientific continues to evaluate its policies and protocols regarding the COVID-19 vaccine and will comply with all applicable state and federal law and healthcare credentialing requirements.   As employees of the Company, you will be expected to meet the ongoing requirements for your roles, including any new requirements, should the Company’s policies or protocols change with regard to COVID-19 vaccination.

Job Segment: Technical Support, Call Center, Medical Equipment, ERP, Technology, Bilingual, Customer Service, Healthcare

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