Technical Sales Support Specialist II

Boston Scientific; Arden Hills (MN); On-site; USD 60,000 - 114,000; Full time

Job summary

Boston Scientific is seeking a Technical Sales Support Specialist II to provide global technical support via phone and email, handle service cases in GSMS, and coordinate capital equipment repairs. You will work with diverse teams to resolve issues and mentor Level I staff as needed.

The role requires 2+ years in customer service, a high school diploma, and strong English skills. Shift coverage includes mornings and early evenings CST.

Qualifications

• 2+ years of customer service or call center experience.
• High School Diploma or equivalent.
• English speaking and writing skills.
• Computer literate with technical aptitude.

Responsibilities

• Act as the first contact for internal and external customer inquiries.
• Create, manage, and close service cases in the GSMS system.
• Monitor install base data accuracy in GSMS and notify discrepancies.
• Create or request orders of Capital Equipment for repair activities.
• Serve as primary contact within the CETS organization for supported products.
• Interact with multiple Boston Scientific departments to manage service interventions.

Skills

Customer service

Technical aptitude

English communication

Call center

Education

High School Diploma or equivalent

Job description

Additional Location(s): N/ADiversity - Innovation - Caring - Global Collaboration - Winning Spirit - High PerformanceAt 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.Technical Sales Support Specialist IIAbout this Role:At Boston Scientific, the Technical Sales Support Specialist II provides global industry-leading technical support to customers via multiple communication pathways (phone, email, etc.). Utilize medium-level knowledge and application of technical and business concepts, procedures, and practices. Interpret company policies and procedures to resolve issues with increasing independence. Serve as a subject matter resource for entry-level staff.Your Responsibilities Include:Act as the first contact for internal and external customer inquiries.Create, manage, and close service cases in the Global Service Management System (GSMS).Monitors install base data accuracy in GSMS and notify the department responsible of discrepancies.Create, release, or request orders of Capital Equipment for repair activities.Serve as the primary contact within the CETS organization for supported products and/or specific case information.Interact with a wide range of BSC departments to manage service interventions.Practice excellent documentation practices while recording activities in GSMS.Perform standardized and non-standardized troubleshooting of Capital Equipment, collaborating with customers, sales, and CETS teams.Analyze and assess product operation; recommend optimal device management strategies.Maintain and deepen proficiency in current and future market-released products.Participate in supporting and mentoring Level I team members on a case-by-case basis.What We’re Looking For:Required Qualifications:2+ years of customer service or call center experience.High School Diploma or equivalent.Computer literate with technical aptitude.Ability to work various 8-hour shifts within call center hours: Monday–Thursday 7:00 am to 6:00 pm CST, Friday 7:00 am to 5:00 pm CST.Troubleshooting skills requiring a basic/medium technical education or equivalent.English speaking and writing skills.Preferred Qualifications:Medical device customer support experience.Familiarity with capital equipment service processes.Spanish speaking and writing skills.Requisition ID: 636437Minimum Salary: $ 59900Maximum Salary: $ 113800The anticipated compensation listed above and the value of core and optional employee benefits offered by Boston Scientific (BSC) – see www.bscbenefitsconnect.com—will vary based on actual location of the position and other pertinent factors considered in determining actual compensation for the role. Compensation will be commensurate with demonstrable level of experience and training, pertinent education including licensure and certifications, among other relevant business or organizational needs. At BSC, it is not typical for an individual to be hired near the bottom or top of the anticipated salary range listed above.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).For MA positions: It is unlawful to require or administer a lie detector test for employment. Violators are subject to criminal penalties and civil liability.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.Boston Scientific Corporation has been and will continue to be an equal opportunity employer. To ensure full implementation of its equal employment policy, the Company will continue to take steps to assure that recruitment, hiring, assignment, promotion, compensation, and all other personnel decisions are made and administered without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, gender expression, veteran status, age, mental or physical disability, genetic information or any other protected class.Please be advised that certain US based positions, including without limitation field sales and service positions that call on hospitals and/or health care centers, require acceptable proof of COVID-19 vaccination status. Candidates will be notified during the interview and selection process if the role(s) for which they have applied require proof of vaccination as a condition of employment. Boston Scientific continues to evaluate its policies and protocols regarding the COVID-19 vaccine and will comply with all applicable state and federal law and healthcare credentialing requirements. As employees of the Company, you will be expected to meet the ongoing requirements for your roles, including any new requirements, should the Company’s policies or protocols change with regard to COVID-19 vaccination.Among other requirements, Boston Scientific maintains specific prohibited substance test requirements for safety-sensitive positions. This role is deemed safety-sensitive and, as such, candidates will be subject to a prohibited substance test as a requirement. The goal of the prohibited substance testing is to increase workplace safety in compliance with the applicable law.