Technical Support Specialist I

Technical Support Specialist I

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: As a professional, you will provide global, industry-leading technical support to customers via multiple communication channels (phone, email, etc.). You apply knowledge of technical and business concepts to interpret and execute company policies and procedures, resolving service issues efficiently. You contribute to service quality by managing cases accurately and monitoring data integrity. This role requires specialized product knowledge in medical and capital equipment systems, typically obtained through advanced technical training or equivalent experience.

Work model, sponsorship, relocation: At Boston Scientific, we value collaboration and hands-on innovation. This position is based fully on-site at our Arden Hills, MN location. 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.

Your responsibilities will include:

• Serve as contact for internal and external customer inquiries, providing timely and professional support for their Capital Equipment.
• Create, manage, and finalize service cases in the Global Service Management System (GSMS), ensuring documentation accuracy and compliance.
• Monitor install base data accuracy and notify responsible departments of discrepancies.
• Create, release, or request orders for Capital Equipment repairs.
• Act as a contact point within the Capital Equipment Technical Services team for supported products and specific case information.
• Interact with the BSC team, to manage interventions and escalate as needed.
• Apply entry-level troubleshooting skills to analyze product operation and recommend optimal device management strategies.
• Maintain good documentation practices while recording activities.
• Participate in training and continuous learning to improve product and service knowledge.

Required Qualifications:

• Fluent in English (spoken and written)
• Associate's degree or higher in a relevant field; or an equivalent combination of education and relevant technical experience
• Two years of relevant technical work experience required, unless substituted by an associate's degree or bachelor's degree in a related field
• Strong computer literacy and technical aptitude
• Demonstrated ability to exercise independent judgment in analyzing and resolving complex customer and operational issues
• Ability to work flexible times within call center hours

Preferred Qualifications:

• Minimum 1 year of experience in technical customer support or related call center roles
• Experience supporting medical equipment or capital equipment products
• Familiarity with Service Management Systems such as Salesforce, ServiceMax, Siebel, or SAP Service Module
• Knowledge of industry practices and regulatory standards
• Strong problem-solving skills and a proactive, customer-focused approach
• Experience in mentoring or providing guidance to less experienced team members
• Bilingual in Spanish and/or Portuguese (spoken and written)

Refer to ID 85916737 when applying