Service Support Specialist I

Boston Scientific • Arden Hills, MN

7h • $51,000 - $96,900 • Hybrid

About The Position

The Service Support Specialist will manage capital equipment service programs in support of sales, marketing, and service operations for capital equipment in North America.
The Service Support Specialist will be responsible for the scheduling support, coordination, communication, business transactions, team alignment, and issue resolution (as needed) to ensure on time and successful divisional projects and activities for capital equipment. The Service Support Specialist I will support business units in the management of customer accounts to ensure customer satisfaction in North America. Supports department and teams in the resolution of order processing and customer issues. Provides input to the development and implementation of short and long-term solutions to improve Customer Service processes in the division and in the technical service organization Technical Assistance Center (TAC).

Requirements

• College degree or equivalent experience working in medical device industry, or similar regulated environment
• Minimum 2 years' of experience working in a role supporting Sales Operations and/or Service Operations
• Experience with Quality & Business Systems

Nice To Haves

• Bachelor’s degree preferred
• Preferred experience includes working in a field service organization, material handling documentation, inventory maintenance, calibration, procurement, global operations or distribution environments.
• 1-3 years experience in SAP, SalesForce

Responsibilities

• Manage service programs in support of equipment installations, evaluations, relocations, upgrades, and associated activities including the monitoring, review, and debrief of Service Management System activities in North America
• Supports business processes by gathering information, analyzing requirements, reviewing contractual offerings and defining and documenting problems related to Service Support and TAC processes
• Responsible for corrective actions driving long-term improvements in Service Support and TAC processes
• Coordinates program related product launch communications and meetings to inform stakeholders of launch dates and requirements
• Attends pre-launch related meetings with Service Development, Technical Support, Manufacturing, Marketing, QA, Sales, Supply Chain, and Inventory to ensure adequate preparation, communication, and adherence to launch plans
• Provides support, monitoring, and maintenance for divisional projects
• Supports TAC team members addressing program specific customer-related issues
• Works closely with stakeholders to manage Installation Planning activities including but not limited to determining the appropriate configuration of parts and equipment, scheduling, and logistics
• Supports marketing launch and Limited Market Release strategy by following appropriate internal business processes

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level