Director, Capital Equipment Service Support and Training

Additional Location(s):  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.           

Director, Capital Equipment Service Support and Training

About the Role:

At Boston Scientific, the Director, Capital Equipment Service Support and Training is responsible for development and leadership of the service support, TAC (Technical Assistance Center) and training organization (across EMEA and US). The role will provide leadership to a customer-centric Global operations team and will partner closely with BSC divisions and commercial teams as part of optimizing the capital equipment and service business. Directly ensures service operations performance objectives and KPIs are routinely met and will partner with divisions to set and achieve positive customer experience, help support service revenue, capital equipment sales, service contract and business growth targets along with relevant KPIs.

 Your Responsibilities Include:

• Lead and manage the following teams: service support, TAC (Technical Assistance Center) and CETS (Capital Equipment Technical Services) training teams acrossultiple locations. Responsible for directly managing 3-8 employees and a large indirect team acrossultiple locations in the US and Europe. Leader will have some room to shape the org design.
• Establish strategic direction for key capital equipment activities. Align efforts across supply chain and business / division objectives and act as liaison to advocate and communicate overall strategy.
• Fosters a diverse workplace that enables all participants to contribute to their full potential in pursuit of organizational objectives.
• Partner and align with divisional leadership on strategic priorities and key initiatives for capital, sales process, and customer engagement.
• Builds strategic partnerships to further departmental and organizational objectives. Interacts internally and externally with senior level management, outside regulatory agencies, customers, vendors and/or suppliers.
• Establish structure, processes, and procedures to assure comprehensive quality system compliance.
• Assist with Divisional commercial support: selling activities support driving alignment of service and commercial strategies.
• Support QBR process with divisions to review performance and discuss trends for their organization.
• Connect with counterparts globally to support divisional service initiatives.
• Partner with divisional leadership to oversee new product development and introduction. Champion improvements in business processes to increase the effectiveness of their implementation across service operations.
• Collaborate with international counterparts to establish framework for global service operations and drive best-practice sharing.
• Continually evaluate, improve, and implement changes to assure customer-centric service support, TAC and training team focus. Create balanced performance environment addressing customer satisfaction, employee satisfaction and achievement of productivity and revenue-expense goals.
• Responsible for management of budget and budgeting process and track/forecast headcount needs with a rapidly changing install base portfolio.
• Create a high-performance culture with a focus on continuous improvement to continuously improve customer experience while maintaining key cost and efficiencies goals.
• Maintain strong working relationships with external customers and internal sales, marketing and engineering management, and international counterparts.

What We're Looking For:

Required Qualifications:

• BS/BA with a concentration in business or technical field.
• Demonstrated (7- 10 years) progressive service and/or leadership experience (global experience preferred).
• Demonstrated customer facing or customer supporting experience – both internal and external customers.
• Demonstrated experience in managing teams using cloud-based service and team ma