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Technical Support Engineer II - Neuromodulation 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:  Hybrid
Onsite Location(s): 

Valencia, CA, US, 91355

Hiring Manager: Jeremiah DeRon Turner
Recruiter: Sharon Kathleen Romesser

 

 

About the role:

The Engineer will work in a fast-paced, dynamic environment that requires continuous learning of cutting-edge medical therapies that directly impact the lives of patients living with chronic disease. The role is open for remote work.

 

The Engineer will provide technical and supportive services for Boston Scientific Neuromodulation products. Product franchises supported include Deep Brain Stimulation and Pain (Radio Frequency Ablation, Spinal Cord Stimulation, and Vertiflex Spinal Stenosis) and any future innovations in neuromodulation.

 

The Engineer plays a critical role within the Patient Care team for Neuromodulation. Activities performed will support Patient Care Representatives, Field Sales Representatives, Customers, including Patients, Healthcare Facilities, Physicians, and other healthcare providers.

 

The role requires teamwork within a diverse peer group and collaboration with Marketing, Quality, and R&D internal teams to investigate, analyze and diagnose device function across a multitude of central and peripheral nervous system-based medical conditions. 

 

Your responsibilities include:

  • Responsible for handling inbound calls from Boston Scientific Neuromodulation Responsible for taking inbound calls from Boston Scientific Neuromodulation customers, field n customers and field representatives, and internal team members.
    • Hours of operation are from 5 AM to 5 PM PST,
    • This role will work a shift 8:00 AM – 5:00 PM Pacific Standard Time
    • Provide after-hours service on a rotating on-call schedule
  • Independently handle Technical Support escalations under the guidance of the Medical Lead for the Neuromodulation product line.
  • Demonstrate leadership through transparency and collaboration, serving as the subject matter expert for Patient Care, Tech Services, and Boston Scientific teams. 
  • Train Patient Care reps on a variety of topics in support of their job function, including product function, anatomy, technical details of products, troubleshooting, and other associated areas.
  • Perform troubleshooting of DBS (Deep Brain Stimulation), SCS (Spinal Cord Stimulator), VFX device performance, and issues.
  • Manage warranty decisions on replacing implanted product(s) and provide a summary report quarterly of warranty replacements.
  • Train Patient Care reps on various topics supporting their job function, including product function, anatomy, technical details of products, troubleshooting, and other associated areas
  • Represent Tech Services in proactive activities to improve the patient experience. (Product launches, labeling, and quality reviews). Act as a liaison between the field reps and internal staff (Quality and R&D), helping to diagnose and review issues.
  • 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.
  • Responsible for support of all software upgrades Clinician Programmer tablets used to program patient devices.
  • Perform data analysis and ensure accurate documentation within multiple systems.
  • Follow Standard Operating Procedures and establish best practices to ensure quality service delivery.
  • Identify gaps in SOPs, lead, and/or contribute to the creation of SOPs (Standard Operating Procedures) as needed.

 

What we are looking for:

Basic Qualifications

  • Bachelor’s degree
  • 2 + years of medical device work experience 
  • Empathetic approach to patient solutions and teamwork
  • Strong analytic and problem-solving ability

 

Preferred Qualifications:

  • Biomedical or Electrical Engineering degree preferred
  • 2 + years in the medical device and/or clinical industry preferred
  • Medical device experience strongly preferred; experience with Class II or Class III medical devices preferred
  • Prior experience as a Field Engineer or RN, preferred
  • Prior experience as a Field Clinician or Physician’s Assistant nice to have
  • Experience in Neuromodulation is nice to have
  • MBA or Advanced degree nice to have

 

 

Requisition ID: 535088


Nearest Major Market: Los Angeles

Job Segment: Neurology, Medical Device, RF, Biomedical Engineering, Medical Device Engineer, Healthcare, Science, Engineering

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