Technical Sales Support Specialist II
Boston Scientific
Summary
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.
Job description
About 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.
Requirements
- 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
- Troubleshooting skills requiring a basic/medium technical education or equivalent
- English speaking and writing skills
- Medical device customer support experience (preferred)
- Familiarity with capital equipment service processes (preferred)
- Spanish speaking and writing skills (preferred)
Benefits
- Health Insurance
- Annual Bonus Target
- Long-Term Incentives
Company overview
Boston Scientific Corporation is a global leader in the development, manufacturing, and marketing of minimally invasive medical devices used in interventional medical specialties. Founded in 1979 and headquartered in Marlborough, Massachusetts, the company focuses on transforming patient lives through innovative medical solutions across a wide range of therapeutic areas including cardiology, endoscopy, urology, pulmonology, and neuromodulation. With approximately 53,000 employees worldwide and operations in 40 countries, Boston Scientific serves over 44 million patients annually. The company invests heavily in research and development, allocating $1.6 billion to R&D in 2024, and maintains a strong commitment to quality, patient safety, and meaningful innovation. Boston Scientific's product portfolio includes advanced technologies such as cardiac rhythm management devices, coronary stents, ablation systems, endoscopy equipment, and neuromodulation therapies, all designed to improve patient outcomes and quality of life through less invasive treatment options.