Service Support Specialist I

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 The Role:

The Service Support Specialist will manage capital equipment service programs in support of sales, marketing, and service operations for capital equipment in North America.

The Service Support Specialist will be responsible for the scheduling support, coordination, communication, business transactions, team alignment, and issue resolution (as needed) to ensure on time and successful divisional projects and activities for capital equipment.  The Service Support Specialist will support business units in the management of customer accounts to ensure US and global customer satisfaction.  Supports department and teams in the resolution of order processing and customer issues.  Provides input to the development and implementation of short and long-term solutions to improve Customer Service processes in the division and in the technical service organization Technical Assistance Center (TAC).

 

At Boston Scientific, we value collaboration and synergy. This role follows a hybrid work model, requiring employees to be in our local office at least three days per week. 

 

Boston Scientific will not offer sponsorship or take over sponsorship of an employment VISA for this position at this time.

 

Your Responsibilities Will Include:

• Manage service programs in support of equipment installations, evaluations, relocations, upgrades, and associated activities including the monitoring, review, and debrief of Service Management System activities in North America.
• Supports business processes by gathering information, analyzing requirements, and defining and documenting problems related to Service Support and TAC processes.
• Responsible for corrective actions driving long-term improvements in Service Support and TAC processes.
• Coordinates program related product launch communications and meetings to inform stakeholders of launch dates and requirements.
• Facilitates discussions and attends pre-launch related meetings with Service Development, Technical Support, Manufacturing, Marketing, QA, Sales, Supply Chain, and Inventory to ensure adequate preparation, communication, and adherence to launch plans.
• Provides support, monitoring, and maintenance for divisional projects.
• Supports TAC team members addressing program specific customer-related issues.
• Provides guidance and training to team members on the implementation of short and long-term system improvements.
• Works closely with stakeholders to manage Installation Planning activities including but not limited to determining the appropriate configuration of parts and equipment, scheduling, and logistics.
• Supports marketing launch and Limited Market Release strategy by implementing appropriate internal business processes and assists in the training/communication of the processes with the sales force.

 

Required Qualifications:

• College degree or equivalent experience working in medical device industry, or similar regulated environment
• 2+ years experience working in role supporting Sales Operations &/OR Service Operations
• Experience with Qualit