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Support Center Technician III Job

San Jose, CA

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At Boston Scientific, our products and technologies are used to diagnose or treat a wide range of medical conditions including heart, digestive, pulmonary, vascular, urological, pelvic health, and chronic pain conditions. We are a leading innovator of medical solutions that improve the health of patients around the world. We continue to innovate in key areas and are extending our innovations into new geographies and high-growth adjacency markets.
About this role
We now have the vacancy in our TAC team (Technical Assistance Center) within Capital Equipment. 
We are the front line voice of Boston Scientific to our customers.  We help improve the lives of those who use our products by answering questions and providing technical assistance via phone and email to our end user who work with Boston Scientific Capital equipment. We are a team oriented group who thrive on collaboration.  We are that friendly voice and results driven group that works closely with our internal and external customer, as well as global partners, to goal of exceeding customer satisfaction.
Your Responsibilities:
Provides Tier 1 “first respondent” medical device technical support within the US to customers.  On call after-hours rotation.
Provides Tier 2 Technical Support outside the US.
Provides telephone and email support/resolution to service requests according to defined service levels, while demonstrating technical expertise with customer computer hardware, software, network, and telecommunications systems.
Diagnoses, identifies, and isolates customer problems using historical database records to evaluate and prioritize issues; utilizes all technical resources to analyze and formulate plans of resolution to address customer problems.
Escalates unresolved calls to appropriate support specialist or service group and alerts management to recurring problems and patterns of problems.
Communicates clearly, professionally, and with exceptional customer service skills.
Participates in on-going training, procedural review/development, reporting, and compliance activities.
Collaborate with different internal departments in the organization
Support back office work flow (including but not limited to:  reporting, ticket closure, call backs, email responses and billing)
Hours:  Start between 05:30- 08:30.  People carry cell phone
What we are looking for
Basic Qualifications
Education level: Electronic or IT technician, Associates Degree or equivalent technical certification with 3 years prior call center experience/or equivalent combination of experience and education.
Flexible and representative attitude, customer centric
Computer literate, network knowledge required
Good social and communication skills
Creative thinking, innovative, logical, problem solver, multi-tasking
  Preferred Qualifications:
Medical equipment customer phone support experience
Experience with Service Management System such as: Salesforce, ServiceMax, Seibel, SAP Service Module
Good typing skills
Quality System Requirements
In all actions, demonstrates a primary commitment to patient safety and product quality by maintaining compliance to the Quality Policy and all other documented quality processes and procedures.
Assures that appropriate resources (personnel, tools, etc.) are maintained in order to assure Quality System compliance and adherence to the BSC Quality Policy.
Establishes and promotes a work environment that supports the Quality Policy and Quality System.
Boston Scientific (NYSE: BSX) transforms lives through innovative medical solutions that improve the health of patients around the world. As a global medical technology leader for more than 30 years, we advance science for life by providing a broad range of high performance solutions that address unmet patient needs and reduce the cost of healthcare.
Boston Scientific is an Equal Opportunity Employer.
Posting Notes: [[filter2]]||(n/a)||Customer Service||[[mfield2]]
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