Supervisor, Technical Assistance Center

Supervisor, Technical Assistance Center

Work mode: Onsite Onsite Location(s): Arden Hills, MN, US, 55112 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.

Supervisor, Technical Assistance Center Location: Arden Hills, MN (On Site) At Boston Scientific, we value collaboration and synergy. 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.

About the Role

We're looking for a people-first leader to oversee our Technical Assistance Center, delivering exceptional customer support and technical expertise for our global equipment portfolio. As the Supervisor of the Technical Assistance Center, you'll lead a high-performing team focused on resolving complex customer issues, driving operational excellence, and creating outstanding customer experiences. This role is a key member of the Equipment Service leadership team and partners closely with Sales, Engineering, Field Service, Marketing, Quality, and international teams to continuously improve service delivery, optimize support operations, and develop talent.

Your Responsibilities Include

• Lead and Develop a High-Performing Team
• Drive Customer Experience Excellence
• Optimize Technical Support Operations
• Partner Across the Organization
• Ensure Quality and Compliance

What We're Looking For

Required Qualifications: Bachelor's degree in Business, Engineering, Operations, or a related field, or an equivalent combination of education and work experience. 5+ years of people leadership experience leading customer service, technical support, help desk, or contact center teams. Demonstrated success coaching and developing high-performing teams. Strong customer relationship management and problem-solving skills. Experience managing customer escalations and complex technical support issues. Proficiency using customer service metrics, dashboards, and reporting to drive operational improvements. Excellent communication, organizational, and cross-functional collaboration skills. Ability to work flexible times within call center hours.

Preferred Qualifications Experience in a technical service, medical device, manufacturing, or regulated industry. Bilingual in English and Spanish and/or Portuguese (spoken and written) Knowledge of workforce management and contact center technologies. Experience with CRM platforms (Salesforce, Dynamics, ServiceNow, or similar). Lean, Six Sigma, or continuous improvement experience. Familiarity with quality systems and regulatory requirements within a technical or healthcare environment. Success in This Role Successful candidates are: Customer-focused leaders who build trust and deliver exceptional service. Data-driven decision makers who use metrics to improve performance. Collaborative partners who influence across functions. Coaches who develop talent and foster engagement. Change champions who embrace innovation and continuous improvement. Operational leaders who balance customer needs with business objectives.