Onsite Technical Assistance Center Lead

Boston Scientific; Arden Hills (MN); On-site; USD 71,500 - 135,800; Full time

Job summary

Boston Scientific is seeking a Supervisor, Technical Assistance Center in Arden Hills, MN, onsite. You will lead a high-performing team delivering expert customer support and technical guidance for our global equipment portfolio.

As a key member of the Equipment Service leadership, you will drive operational excellence, manage escalations, and partner with Sales, Engineering, and Quality to improve service delivery and talent development.

Qualifications

• Bachelor's degree or 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.

Responsibilities

• Lead and develop a high-performing team of technical support and customer service professionals.
• Drive customer experience excellence across the global equipment portfolio.
• Oversee daily Technical Assistance Center operations and resource planning.
• Collaborate with Engineering, Field Service, Sales, Marketing, Quality, and Product teams.
• Promote quality, compliance, and continuous improvement aligned with regulatory requirements.

Skills

People leadership

Coaching

Customer service

CRM dashboards

Problem solving

Cross-functional collaboration

Call center hours flexibility

Education

Bachelor's degree in Business, Engineering, Operations or related field

Tools

CRM platforms (Salesforce, Dynamics, ServiceNow)

Job description

Boston Scientific is seeking a Supervisor, Technical Assistance Center in Arden Hills, MN, onsite. You will lead a high-performing team delivering expert customer support and technical guidance for our global equipment portfolio.

As a key member of the Equipment Service leadership, you will drive operational excellence, manage escalations, and partner with Sales, Engineering, and Quality to improve service delivery and talent development.