Technical Sales Support Specialist II

Boston Scientific•Arden Hills, MN

5h•$59,900 - $113,800

About The Position

At Boston Scientific, the Technical Sales Support Specialist II provides global technical support to customers through multiple communication channels, including phone and email. The role applies medium-level knowledge of technical and business concepts, procedures, and practices, and interprets company policies and procedures to resolve issues with increasing independence. The specialist also serves as a subject matter resource for entry-level staff. The position supports customers and internal teams with service cases, capital equipment repair activities, troubleshooting, and service interventions. It requires maintaining accurate case documentation and product knowledge, assessing product operation, and recommending device management strategies. The specialist works various eight-hour shifts within the stated call center hours.

Requirements

At least 2 years of customer service or call center experience.
High school diploma or equivalent.
Computer literacy and technical aptitude.
Ability to work various eight-hour shifts within call center hours: Monday–Thursday 7:00 a.m.–6:00 p.m. CST and Friday 7:00 a.m.–5:00 p.m. CST.
Troubleshooting skills requiring a basic or medium technical education, or equivalent.
English speaking and writing skills.

Nice To Haves

Medical device customer support experience.
Familiarity with capital equipment service processes.
Spanish speaking and writing skills.

Responsibilities

Act as the first contact for internal and external customer inquiries.
Create, manage, and close service cases in the Global Service Management System (GSMS).
Monitor install base data accuracy in GSMS and notify the responsible department of discrepancies.
Create, release, or request capital equipment orders for repair activities.
Serve as the primary contact within the CETS organization for supported products and specific case information.
Interact with a wide range of Boston Scientific departments to manage service interventions.
Document activities in GSMS using excellent documentation practices.
Perform standardized and non-standardized troubleshooting of capital equipment, collaborating with customers, sales, and CETS teams.
Analyze and assess product operation and recommend optimal device management strategies.
Maintain and deepen proficiency in current and future market-released products.
Support and mentor Level I team members on a case-by-case basis.