Technical Support Engineer II, Neuromod

Additional Location(s): US-CA-Valencia

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:

The Patient Care Technical Support team supports the Boston Scientific Patients implanted with Neuromodulation devices. The Tech Support Engineer is a critical role within the Patient Care Technical Support team serving as a contact for Boston Scientific Neuromodulation (BSN) for internal and external customers (BSN Field Team, R&D, Quality, Regulatory and external MRI facilities, & clinicians).  

Your responsibilities include:

• Perform troubleshooting for Deep Brain Stimulation (DBS), Spinal Cord Stimulation (SCS), Radio Frequency Ablation (RF), and Vertiflex (VFX) device performance and issues.
• Perform data analysis and ensure accurate documentation within multiple systems.
• Manage escalations regarding the Neuromodulation product line from Customers, Patient Care reps, field reps, patients, etc., collaborating with internal cross functional teams as appropriate.
• Responsible for support of all software upgrades on Clinician Programmer tablets used to program patient devices.
• Responsible for handling inbound calls and emails from BSN customers, field representatives, and internal team members.
  • Hours of operation are from 5am to 5pm PST. This role will work a shift from 8:30am to 5:00pm Pacific Standard Time.
  • This role will provide on-call service for after-hours calls from BSN Field and MRI facilities on a rotating schedule.
• Responsible for drafting and providing Customer Response Letters (CRLs) based off inquires and/or complaints.
• Manage and make warranty decisions on replacing implanted product(s), including the IPG and leads. 
• Act as a liaison between the field reps and internal staff (Quality, Marketing, Clinical, and R&D), helping to diagnose and review for trends/new issues and related solutions.
• Serve as a resource when needed on CAPAs and Audits.
• Train Technical Support reps on various topics supporting their job function, including product function, anatomy, technical details of products, troubleshooting, and other associated areas.
• Assist Marketing in launching new products to the field, including training of engineers and Patient Care reps, making support recommendations, and summary reporting of complaints as they arise.
• Follow Standard Operating Procedures and established best practices to ensure quality service delivery.
• Lead and/or contribute to creation and modification of SOPs as needed.

Basic Qualifications

• Bachelor’s degree in Engineering, Biomedical or relevant field of study
• 2+ years of related work experience in the medical industry

Preferred Qualifications:

• MBA or Advanced degree 
• Medical device experience strongly preferred; experience with Class III devices preferred
• Prior experience as a field engineer in the medical industry

This position is based out of our office in Valencia CA and has a budgeted salary range between $70,700 - $134,300.

Requisition ID: 591885

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 Corporation has been and will continue to be an equal opportunity employer. To ensure full implementation of its equal employment policy, the Company will continue to take steps to assure that recruitment, hiring, assignment, promotion, compensation, and all other personnel decisions are made and administered without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identify, gender expression, veteran’s status, age, mental or physical disability, genetic information or any other protected class.

Boston Scientific maintains a prohibited substance 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.