Boston Scientific Corporation

Additional Location(s): N/A

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.

About the role:

The Product Support Specialist 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.

Your responsibilities will include:

• 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 (which includes Director of Customer Service, Managers of Customer Service and other Customer Service Team Members)
• 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; and works to support the correction of such deficiencies while informing stakeholders of the corrective status.
• 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.
• Other duties as assigned

Required qualifications:

• University degree or the equivalent combination of education and experience required
• Typically requires 0-2 years experience. 

Preferred qualifications:

• 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

Requisition ID: 579515

Among other requirements, Boston Scientific maintains specific prohibited substance testing requirements for safety-sensitive positions. This role is deemed safety-sensitive and, as such, candidates will be subject to a drug test as a pre-employment requirement. The goal of the drug testing is to increase workplace safety in compliance with the applicable law. 

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!

At Boston Scientific, we recognize that nurturing a diverse and inclusive workplace helps us be more innovative and it is important in our work of advancing science for life and improving patient health. That is why we stand for inclusion, equality, and opportunity for all. By embracing the richness of our unique backgrounds and perspectives, we create a better, more rewarding place for our employees to work and reflect the patients, customers, and communities we serve. Boston Scientific is proud to be an equal opportunity and affirmative action employer.

Boston Scientific maintains a prohibited substance free workplace. Pursuant to Va. Code § 2.2-4312 (2000), Boston Scientific is providing notification that the unlawful manufacture, sale, distribution, dispensation, possession, or use of a controlled substance or marijuana is prohibited in the workplace and that violations will result in disciplinary action up to and including termination.

Please be advised that certain US based positions, including without limitation field sales and service positions that call on hospitals and/or health care centers, require acceptable proof of COVID-19 vaccination status. Candidates will be notified during the interview and selection process if the role(s) for which they have applied require proof of vaccination as a condition of employment. Boston Scientific continues to evaluate its policies and protocols regarding the COVID-19 vaccine and will comply with all applicable state and federal law and healthcare credentialing requirements. As employees of the Company, you will be expected to meet the ongoing requirements for your roles, including any new requirements, should the Company’s policies or protocols change with regard to COVID-19 vaccination.