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Technical Support Specialist

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Boston Scientific

25d ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Düsseldorf
    Remote

AI generated summary

  • You need MBO+/HBO education, technical experience, excellent English, another language (German/French), problem-solving skills, good communication, flexibility, and a drive for results.
  • You will provide technical support via phone and email, troubleshoot medical device issues, escalate unresolved problems, train team members, and participate in ongoing training and compliance activities.

Requirements

  • Education level: MBO+/HBO level or equivalent, experience in technical specialization and customer support;
  • Excellent English verbal and writing skill, additionally at least one or two of the following languages is required:
  • German
  • French
  • Technical background/proficiency, computer literate;
  • Relevant Experience in technical problem-solving environment, distribution, sales and direct customer environment;
  • A problem-solving attitude combined with liaison focused communication skills;
  • Flexible and representative;
  • Comfortable in challenging situations;
  • Good social and communication skills;
  • Good Document Practices skills;
  • Ambition, eagerness to improve and drive for results.

Responsibilities

  • Providing telephone- and email support to service requests according to defined service levels, while demonstrating technical expertise and exceptional customer service skills.
  • Use of virtual applications in order to support customers remotely.
  • 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 analyze 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, procedural review/development, reporting, and compliance activities.
  • Participating in after hours on-call pool for Patient On the Table (POT) calls (optional).
  • Supporting business processes by gathering information, analyzing requirements, and defining and documenting problems related to Customer Service and technical assistance center processes.
  • Providing guidance and training to team members on more complicated customer issues and the implementation of short and long-term system improvements.

FAQs

What is the main responsibility of a Technical Support Specialist at Boston Scientific?

The main responsibility is to provide remote technical support via phone, email, or virtual applications to both external and internal customers in the medical capital equipment environment, ensuring high-quality End User Services experience.

Which regions does this role support?

This role supports the EMEA (Europe, Middle East, and Africa) region.

What qualifications are required for this position?

Candidates should have an MBO+/HBO level education or equivalent experience in technical specialization and customer support. Proficiency in English is required, and at least one or two additional languages such as German or French are highly desirable.

Are there opportunities for career advancement in this role?

Yes, there are opportunities for advancement and progression, as the company provides access to training and development resources.

What type of issues will the Technical Support Specialist be dealing with?

The specialist will address issues related to medical devices, including computer hardware, software, networks, and other systems.

Is after-hours support required in this position?

Participation in the after-hours on-call pool for Patient On the Table (POT) calls is optional.

How does the role contribute to problem resolution?

The role involves diagnosing, identifying, and isolating customer problems, utilizing technical resources, and formulating resolution plans to address customer issues.

What skills are considered essential for this job?

Essential skills include strong problem-solving abilities, excellent communication skills, technical proficiency, flexibility, and good documentation practices.

What kind of training will the Technical Support Specialist receive?

The specialist will receive full technical training as well as ongoing training, procedural reviews, and compliance activities.

What values does Boston Scientific emphasize in its work culture?

Boston Scientific emphasizes diversity, innovation, caring, global collaboration, a winning spirit, and high performance, aiming to positively impact human life through healthcare solutions.

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Boston Scientific

Advancing Science for Life

Manufacturing & Electronics
Industry
10,001+
Employees
1979
Founded Year

Mission & Purpose

At Boston Scientific, we work collaboratively to solve healthcare’s toughest problems by developing solutions that matter most to those suffering from debilitating and life threatening conditions and the healthcare professionals who provide their care. Across 100+ countries, we help providers deliver care more effectively by reducing costs, increasing efficiencies and expanding access to care in order to help more people in more places live longer, healthier lives. We go beyond our mission of transforming patient lives by investing in the future and the well-being of our employees and our planet. Our commitment to sustainability is evident in our Newsweek ranking as the 16th greenest company in the U.S. We also strive to foster a diverse and inclusive work environment and provide opportunities for our 38,000+ employees around the world to serve in their local communities.