Technical Assistance Centre Supervisor, APAC

Boston Scientific; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Boston Scientific APAC Technical Assistance Center (TAC) Supervisor role strengthens advanced technical capability and service consistency for Capital Equipment service operations across the region.

You will handle frontline case intake, manage service cases and work orders in GSMS, conduct in‑depth troubleshooting and root cause analysis, mentor TAC Analysts, and coordinate with Field Service, Engineering, Quality, Logistics to resolve complex issues.

Qualifications

• Bachelor’s degree or higher in Engineering, Biomedical Engineering, Electronics, Information Technology, or a related technical field.
• 5–7 years of relevant experience in technical service support, troubleshooting, or service operations, preferably within medical device, capital equipment, or regulated environments.
• Experience providing technical guidance and coaching to junior team members is preferred.
• Proven ability to independently resolve complex technical issues and manage escalated service cases.
• Strong understanding of service workflows, including service case management, work order execution, and service documentation in service management systems.
• Demonstrated experience applying structured troubleshooting and root cause analysis methodologies.

Responsibilities

• Act as a frontline support contact for Capital Equipment service inquiries from internal stakeholders and external customers.
• Independently handle service case intake while appropriately prioritizing complex, urgent, or high‑impact requests.
• Provide clear, professional communication and guidance to stakeholders throughout the service lifecycle.
• Support consistent customer experience by applying advanced judgment within defined service frameworks.
• Create, manage, and close service cases in the Global Service Management System (GSMS) in compliance with established workflows and documentation standards.
• Create, release, and manage standard and non‑standard work orders for field service or in‑house repair activities, including entitlement validation where required.
• Ensure accurate linkage between cases, work orders, installed base records, and parts transactions.
• Review and validate case and work order quality to ensure technical accuracy and process adherence.
• Act as the primary owner for complex, non‑standard, or escalated Capital Equipment service cases requiring advanced technical analysis.
• Perform in‑depth troubleshooting and structured root cause analysis to determine optimal resolution strategies.
• Serve as an escalation point for TAC Analysts on technically challenging or ambiguous issues.
• Balance technical risk, customer impact, and operational considerations when driving case resolution.
• Collaborate with Field Service, Engineering, Quality, Logistics, and other cross‑functional partners to resolve complex service issues.
• Provide technical guidance, coaching, and informal mentoring to TAC Analysts to improve troubleshooting quality and confidence.
• Act as a subject matter contributor for assigned product portfolios or technologies.
• Ensure advanced troubleshooting and escalated cases comply with Quality System requirements and regulatory standards.
• Ensure accuracy and completeness of case notes, work order details, parts usage records, and installed base data in GSMS.
• Comply fully with company policies, Quality System procedures, regulatory requirements, and safety standards.
• Contribute to continuous improvement by sharing feedback on recurring issues, process inefficiencies, or documentation improvements.

Skills

Troubleshooting

Root Cause Analysis

Mentoring

Education

Bachelor’s degree in Engineering or related technical field

Job description

Purpose Statement

As part of building and scaling the APAC Technical Assistance Center (TAC), the TAC Supervisor plays a key role in strengthening advanced technical capability and service consistency for Capital Equipment service operations. This role handles complex and escalated service cases, elevates technical problem‑solving quality, and supports the continuous improvement of troubleshooting standards, knowledge content, and service processes. Operating with a higher degree of autonomy, the TAC Supervisor contributes to improved resolution effectiveness, service quality, and capability development across the TAC team, supporting a scalable and high‑performing regional service model.

Responsibilities

Frontline Case Intake & Service Support

• Act as a frontline support contact for Capital Equipment service inquiries from internal stakeholders and external customers.
• Independently handle service case intake while appropriately prioritizing complex, urgent, or high‑impact requests.
• Provide clear, professional communication and guidance to stakeholders throughout the service lifecycle.
• Support consistent customer experience by applying advanced judgment within defined service frameworks.

Service Case & Work Order Management

• Create, manage, and close service cases in the Global Service Management System (GSMS) in compliance with established workflows and documentation standards.
• Create, release, and manage standard and non‑standard work orders for field service or in‑house repair activities, including entitlement validation where required.
• Ensure accurate linkage between cases, work orders, installed base records, and parts transactions.
• Review and validate case and work order quality to ensure technical accuracy and process adherence.

Advanced Troubleshooting, Escalation & Case Ownership

• Act as the primary owner for complex, non‑standard, or escalated Capital Equipment service cases requiring advanced technical analysis.
• Perform in‑depth troubleshooting and structured root cause analysis to determine optimal resolution strategies.
• Serve as an escalation point for TAC Analysts on technically challenging or ambiguous issues.
• Balance technical risk, customer impact, and operational considerations when driving case resolution.

Cross‑Functional Coordination & Technical Guidance

• Collaborate with Field Service, Engineering, Quality, Logistics, and other cross‑functional partners to resolve complex service issues.
• Provide technical guidance, coaching, and informal mentoring to TAC Analysts to improve troubleshooting quality and confidence.
• Act as a subject matter contributor for assigned product portfolios or technologies.

Data Accuracy, Quality & Continuous Improvement

• Ensure advanced troubleshooting and escalated cases comply with Quality System requirements and regulatory standards.
• Ensure accuracy and completeness of case notes, work order details, parts usage records, and installed base data in GSMS.
• Comply fully with company policies, Quality System procedures, regulatory requirements, and safety standards.
• Contribute to continuous improvement by sharing feedback on recurring issues, process inefficiencies, or documentation improvements.

Qualifications

• Bachelor’s degree or higher in Engineering, Biomedical Engineering, Electronics, Information Technology, or a related technical field.
• 5–7 years of relevant experience in technical service support, troubleshooting, or service operations, preferably within medical device, capital equipment, or regulated environments.
• Experience providing technical guidance and coaching to junior team members is preferred.
• Proven ability to independently resolve complex technical issues and manage escalated service cases.
• Strong understanding of service workflows, including service case management, work order execution, and service documentation in service management systems.
• Demonstrated experience applying structured troubleshooting and root cause analysis methodologies.
• Bilingual in English and Mandarin, including speaking, reading, and writing when required, to communicate with regional customers and interpret technical documentation across the APAC region.
• High attention to detail with the ability to ensure accuracy and quality of technical documentation and system records.
• Willingness and flexibility to work on a rotating shift schedule on weekdays (6:00 AM – 3:00 PM and 11:00 AM – 8:00 PM) as required to support regional operations.