Technical Support Specialist

About the Role:

At Boston Scientific, we are seeking a bilingual professional who can provide exceptional support to both English and Spanish speaking customers across global markets. As a Technical Support Specialist I, you will provide industry-leading technical support to customers through multiple communication channels, including phone and email. You will be the first point of contact for service-related inquiries, supporting our capital equipment product lines and ensuring efficient case resolution.

Your role will involve managing technical cases, coordinating with cross-functional teams, and maintaining the accuracy of service and install base data within our systems.

This position follows an onsite work model requiring employees to be in our local office in Arden Hills, Minnesota five days per week. Boston Scientific will not offer sponsorship or take over sponsorship of an employment visa for this position at this time. Relocation assistance is not available for this position at this time.

• Serve as the first point of contact for internal and external customer inquiries
• Create, manage, and close service cases in the Global Service Management System (GSMS)
• Monitor and verify the accuracy of install base data in GSMS, escalating discrepancies to the appropriate department
• Initiate, release, or request capital equipment orders for repair activities
• Act as the primary contact within the Customer Equipment Technical Services (CETS) organization for product support and case-specific information
• Collaborate with cross-functional teams across Boston Scientific to coordinate service interventions
• Adhere to good documentation practices when recording all activities in GSMS
• Manage both standardized and non-standardized troubleshooting activities involving capital equipment
• Analyze product performance and recommend optimal device management solutions
• Maintain proficiency in current and future market-released products, meeting required competency levels

• English and Spanish speaking and writing proficiency
• High school diploma or equivalent
• Proficiency with computers and basic software tools
• Strong technical aptitude
• Ability to work different 8-hour shifts during call center hours:
  • Monday to Thursday, 7:00 AM to 6:00 PM CST
  • Friday, 7:00 AM to 5:00 PM CST

• Minimum of 1 year experience in a call center environment
• Experience providing customer support for medical equipment
• Familiarity with service management systems such as Salesforce, Service Max, Siebel, or SAP Service Module
• General understanding of technical and business concepts, policies, and procedures
• Working knowledge of industry standards and practices
• Customer service mindset with a flexible and professional demeanor
• Basic troubleshooting capabilities

Requisition

Minimum Salary: $51000

Maximum Salary: $96900

Please be advised that certain U.S. 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 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 identity, gender expression, veteran status, age, mental or physical disability, genetic information or any other protected class.