Technical Sales Support Specialist

at  Boston Scientific Corporation

Job Description

ABOUT THE ROLE:

To provide remote technical support by phone, e-mail or virtual applications to external and internal customers in a critical international Medical Capital Equipment environment. The role supports the EMEA region with the highest possible level of End User Services experience. The role is based in the Kerkrade site.

YOUR RESPONSIBILITIES INCLUDE:

• Providing telephone- and email support to service requests according to defined service levels, while demonstrating technical expertise and exceptional customer service skills;
• Use of virtual applications in order to support customers remotely;
• Providing second line Technical Support outside the EMEA region to internal and external customers;
• Interacting with customers via telephone and e-mail, to solve problems related to medical devices, including computer hardware, software, network, and telecommunications systems;
• Diagnosing, identifying, and isolating customer problems using historical database records to evaluate and prioritize issues;
• Utilizing all available technical resources to analyze and formulate plans of resolution to address customer problems;
• Escalating unresolved calls to appropriate support specialist or service group and alert management on recurring problems and patterns of problems;
• Participating in on-going training, procedural review/development, reporting, and compliance activities;
• ( Optional) participating in after hours on-call pool for Patient On the Table (POT) calls;
• Supporting business processes by gathering information, analyzing requirements, and defining and documenting problems related to Customer Service and technical assistance center processes;
• Providing guidance and training to team members on more complicated customer issues and the implementation of short and long-term system improvements.