Technical Support Specialist

Boston Scientific; Kerkrade; Hybrid; EUR 32,000 - 46,000; Full time

Job summary

Boston Scientific is seeking a remote technical support specialist to serve the EMEA region from the Kerkrade site. You will provide phone and email support for medical devices, handle second-line support outside EMEA, and work with hardware, software, and network issues.

The role includes full training and a hybrid work model with three days in the office. Ideal candidates have MBO+/HBO level education, strong English skills, and German or French proficiency.

Qualifications

• Education level: MBO+/HBO level or equivalent.
• Excellent English verbal and writing skill is required.
• German OR French (C2 level) verbal and writing skill is required.
• Computer literate.
• A problem-solving attitude with good communication skills.

Responsibilities

• Providing telephone- and email support to service requests according to defined service levels, while demonstrating technical expertise and exceptional customer service skills.
• Providing second line Technical Support outside the EMEA region to internal and external customers.
• Interacting with external and internal customers via telephone and e-mail, to solve problems related to medical devices, including computer hardware, software, network, and other systems.
• Diagnosing, identifying, and isolating customer problems using historical database records to evaluate and prioritize issues.
• Utilizing all available technical resources to analyse and formulate plans of resolution to address customer problems.
• Escalating unresolved calls to appropriate support specialist or service group and alert management on recurring problems and patterns of problems.
• Participating in on-going training.

Skills

Customer support

Communication skills

Problem solving

English fluency

German or French

Education

MBO+/HBO level

Tools

Computer literacy

Job description

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.

About the role

To provide remote technical support by phone, e-mail, or virtual applications to external and internal customers in an international Medical Capital Equipment environment. The role supports the EMEA region with the highest possible level of End User Services experience. The role is based in the Kerkrade site and provides full technical training from zero.

Standard work schedule Monday-Friday 8:30-17:00

The role is hybrid 3 days in office.

Your responsibilities include

• Providing telephone- and email support to service requests according to defined service levels, while demonstrating technical expertise and exceptional customer service skills.
• Providing second line Technical Support outside the EMEA region to internal and external customers.
• Interacting with external and internal customers via telephone and e-mail, to solve problems related to medical devices, including computer hardware, software, network, and other systems.
• Diagnosing, identifying, and isolating customer problems using historical database records to evaluate and prioritize issues.
• Utilizing all available technical resources to analyse and formulate plans of resolution to address customer problems.
• Escalating unresolved calls to appropriate support specialist or service group and alert management on recurring problems and patterns of problems.
• Participating in on-going training.

What we are looking for

• Education level: MBO+/HBO level or equivalent, basic technical experience and/or customer support experience is a benefit.
• Excellent English verbal and writing skill is required
• German OR French (C2 level) verbal and writing skill is required
• Computer literate.
• A problem-solving attitude with good communication skills.
• Flexible and representative.
• Comfortable in challenging situations.
• Good social and communication skills.
• Good Document Practices skills.
• Ambition, eagerness to learn and improve, drive for results.

Boston Scientific transforms lives through innovative medical technologies that improve the health of patients around the world. As a global medical technology leader for more than 45 years, we advance science for life by providing a broad range of high-performance solutions that address unmet patient needs and reduce the cost of healthcare. Our portfolio of devices and therapies helps physicians diagnose and treat complex cardiovascular, respiratory, digestive, oncological, neurological and urological diseases and conditions. Learn more at www.bostonscientific.com and follow us on LinkedIn.