Technical Support Specialist

Technical Support Specialist I

At Boston Scientific, the Technical Support Specialist 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 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.

Your responsibilities 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.

What we're looking for:

Required qualifications:

• Fluent in English (spoken and written)
• Associates Degree or equivalent technical training
• 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:

• 1+ years 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)

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).