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.

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 Sales Support Specialist I at Boston Scientific, 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 offers a dynamic opportunity to grow your technical and customer service expertise within a collaborative and mission-driven organization.

This role 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.

Your responsibilities include:

• 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

What we're looking for:

Required qualifications:

• 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

Preferred qualifications:

• 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, ServiceMax, 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

The anticipated compensation listed above will vary based on actual location of the position and other pertinent factors considered in determining actual compensation for the role. Compensation will be commensurate with demonstrable level of experience and training, pertinent education including licensure and certifications, among other relevant business or organizational needs.

Compensation for non-exempt (hourly), non-sales roles may also include variable compensation from time to time (e.g., any overtime and shift differential) and annual bonus target (subject to plan eligibility and other requirements).

Compensation for exempt, non-sales roles may also include variable compensation, i.e., annual bonus target and long-term incentives (subject to plan eligibility and other requirements).

It is unlawful to require or administer a lie detector test for employment. Violators are subject to criminal penalties and civil liability.