Senior Service Support Specialist

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.       

 

About This Role:

The Senior Service Support Specialist will manage and oversee capital equipment service programs in North America, ensuring that projects and activities are executed efficiently across sales, marketing, and service operations. This role goes beyond the typical Service Support Specialist by acting as a leader within the team, serving as the point of contact for team inquiries and handling complex issues before escalating them to the supervisor. In addition to supporting business units in the management of customer accounts, this individual will drive long-term improvements in processes and systems while facilitating clear communication and alignment across various teams.

The Senior Service Support Specialist will play a critical role in the successful execution of divisional projects and initiatives by leveraging their expertise in capital equipment services and proactively managing resources, timelines, and customer satisfaction.

 

Key Responsibilities:

• Manage and oversee service programs for equipment installations, evaluations, relocations, upgrades, and associated activities. Monitor and review Global Service Management System activities to ensure timely and successful project completion.
• Serve as the first line of support for team members, addressing inquiries, resolving issues, and providing guidance to ensure smooth operations. Filter and escalate complex issues to the supervisor as needed, allowing for efficient issue resolution.
• Analyze, define, and document service support and TAC process issues. Drive long-term corrective actions aimed at improving service processes and customer satisfaction.
• Lead program-related product launch communications and meetings, informing stakeholders of launch dates, requirements, and preparation plans. Ensure all cross-functional teams (Service Development, Technical Support, Manufacturing, Marketing, QA, Sales, etc.) are aligned and prepared for launches.
• Lead divisional Pipeline Meetings, driving service support for product launches and overseeing the execution of related projects.
• Provide support, monitoring, and maintenance for divisional projects, ensuring timely resolution of issues and progress towards key milestones.
• Work closely with the TAC team to address customer-specific issues related to program launches and service support activities.
• Offer ongoing training and guidance to team members on system improvements, best practices, and process changes. Foster an environment of continuous learning and improvement.
• Oversee installation planning activities, ensuring that parts, equipment configurations, scheduling, and logistics align with customer requirements and project timelines.
• Support marketing launches and Limited Market Release strategies by assisting with internal business process implementation. Aid in training and communication with the sales force to ensure they understand new processes and systems.

 

Required Qualifications:

• Bachelor's degree and 3+ years of experience supporting capital equipment services (equivalent combination of education and experience in the medical device industry or similar regulated environment will be considered in lieu of degree).
• Experience with Quality & Business Systems.
• 3+ years of experience with SAP, Salesforce/ServiceMax.
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Preferred Qualifications:

• Bachelor’s degree 
• Experience in a field service organization, material handling documentation, inventory maintenance, calibration, procurement, or global operations.
• Strong leadership skills and the ability to manage and mentor a team, driving efficiency and problem resolution.

 

 

 

 

Requisition ID: 599046

Minimum Salary: $82600 

Maximum Salary: $156900 

 

The anticipated compensation listed above and the value of core and optional employee benefits offered by Boston Scientific (BSC) – see www.bscbenefitsconnect.com--will vary based on actual location of the position and other pertinent factors considered in determining actual compensation for the role. Compensati