Technical Support Specialist, APAC

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.

Purpose Statement

Provide global industry-leading technical support to customers via multiple communication pathways (phone, fax, email, etc.) and administrative functions within Capital Equipment Technical Service department.

Key Responsibilities

1. Function as first contact for internal (i.e. sales reps, clinical specialists) and external customers & distributor inquiries related to product (known as Capital Equipment) troubleshooting in APAC.
2. Create, manage and finalize closure of service cases in the Global Service Management System (GSMS).
3. Timely closure of service cases and achieve closure rate target.
4. Monitor accuracy of install base data in GSMS with signaling function to responsible department.
5. Create and assign work orders of Capital Equipment for field repair activities.
6. Participate in Customer Satisfaction/Experience program.
7. Main contact within CE Technical Service (TS) organization for advice on supported products and/or specific case information.
8. Interact with a wide range of the BSC organization, in order to manage interventions.
9. Practice excellent documentation practices while recording activities in the Global Service Management System.
10. Achieve and maintain proficiency in market-released and future products with affiliated proficiency level.
11. Collaborate with relevant function to develop the content management of knowledge platform.
12. Recommend and involve in the improvement project/NCEP/CAPA related to CE Technical Services and Support for APAC.
13. Travel frequency: Occasional. Expected once a month to support field service work at local hospitals when required.

Requirements

1. Process at least Degree in Biomedical/Mechatronics/Electronics Engineering or equivalent.
2. Required language(s): English (Must), Mandarin (preferable).
3. At least 5 year(s) of relevant experience in healthcare industry or in technical support/field service experience handling biomedical equipment, medical devices, or related medical products.
4. Experience with Service Management System such as: Salesforce, ServiceMax, Siebel, SAP Service Module.
5. General knowledge and application of technical and business concepts, procedures, and practices.
6. Skills required: Good social and communication skills.
7. Creative thinking, innovative, logical, problem solver, multi-tasking.
8. Good typing skills.
9. Must be able to work in 8-hours shift, standby remote support during weekends and public holidays.

Requisition ID: 590760

As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do – as a global business and as a global corporate citizen.

So, choosing a career with Boston Scientific (NYSE: BSX) isn’t just business, it’s personal. And if you’re a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you!