Technical Sales Support Specialist I

Boston Scientific • Rochester, MN

262d • $49,500 - $94,000

About The Position

At Boston Scientific, the Technical Sales Support Specialist I is responsible for supporting the initiatives of the Customer Service Department including responses to inquiries from both internal and external customers with the goal of delivering consistent performance that achieves the highest level of customer satisfaction and loyalty. You will also liaise with the internal project management, engineering, and systems administration teams. Must be knowledgeable about computer hardware, software, troubleshooting computer-related issues, and technological problem solving.

Requirements

• University degree or the equivalent combination of education and experience required.
• 1-2 years customer facing role experience.

Nice To Haves

• Proficiency with MS Office (Word, Excel and PowerPoint).
• Effective communication skills, including listening, writing, and speaking.
• Strong time management skills and ability to effectively manage multiple priorities.
• Strong analytical, problem-solving, and interpersonal skills.
• Ability to translate customer requirements into product functionality and design.
• Ability to work independently and integrate into a team environment.
• Experience providing customer support for software applications.
• Experience conducting training for existing customers or prospects.
• Ability to lead training sessions with confidence.
• Previous experience within software industry or clinical research is preferred.

Responsibilities

• Troubleshoots technical problems to determine the root cause while providing the client with timely status updates until resolution.
• Become a software expert in your assigned software application(s).
• Demonstrate responsiveness and sense of urgency in all customer interactions.
• Document tickets and customer interactions using issue tracking system.
• Supports QMS requirements related to compliant customer Vigilance and MDR compliant handling.
• Participates in the creation and maintenance of a Support knowledgebase content.
• Research issues by collaborating with other internal resources when a solution is not readily available.
• Advocate for customers by coordinating and communicating suggestions for software enhancements.
• Supports equipment set-up needs, account specific application configurations, and trains healthcare professionals in the use of Preventice products.
• Participates as an important member of the Customer Service Team.
• Develop and deliver training and troubleshooting documentation to support medical device development programs, clinical investigations and product launch programs.
• Reports system malfunctions or performance issues to appropriate Preventice Support personnel and outsourced providers.
• Provides support for internal teams including clinical trials, deployment services, marketing, and sales.
• Assists the System Test team in conducting validation and verification activities.
• Works to achieve the day-to-day Customer Service Team's quality objectives and goals.
• Effectively communicates with Technical Support Lead and other team members to coordinate program objectives.
• Ability to travel to customer site to resolve issues or deliver training.
• Performs requisite administrative tasks, including but not limited to preparing reports, scripts, procedures, and other necessary documentation.

Benefits

• 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.
• Compensation for exempt, non-sales roles may also include variable compensation, i.e., annual bonus target and long-term incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Miscellaneous Manufacturing
• Education Level: Bachelor's degree