Customer Service Coordinator jobs

About the role:
As a Field Service Technician II (MedSurg) at Boston Scientific, you will be on the front lines of delivering excellence in service for our innovative capital equipment portfolio. In this field-based role, you will be responsible for pre-installation assessments, installations, maintenance, troubleshooting, and service repair of a range of capital devices. These include Exalt-D Controller, StoneSmart Connect Console, Fluid Management System (FMS), iNod Console, and future capital products supporting our endoscopy and urology customers.

You will partner closely with the Field Sales Organization and other cross-functional teams to ensure our customers receive best-in-class support both onsite and remotely—enabling smooth clinical operations and a high-quality patient experience.

Your responsibilities will include:

• Proposing system configurations compatible with endoscopic procedure room equipment

• Managing clinical and technical customer relationships and expectations

• Ensuring seamless evaluation periods and resolving adoption barriers during implementation

• Capturing, tracking, and reporting customer issues through the Quality system

• Providing technical and process support both onsite and remotely in collaboration with internal teams

• Documenting systems and procedure rooms for remote support purposes

• Updating account records, and creating installation and field service reports in Salesforce

• Partnering with R&D and Commercialization teams to support new product launch activities

• Reporting field activities and performing electronic troubleshooting and component replacement

• Delivering in-servicing and training sessions for medical personnel

• Performing preventative and corrective maintenance and product upgrades

• Handling complaints and documenting them in the complaint handling system

• Installing systems and performing related duties, including special projects

Required qualifications:

• Minimum of 1 year’s experience in a relevant technical role, with an AA degree or equivalent education/work experience

• Proficiency in computer networking, equipment troubleshooting, and administrative tasks

• Familiarity with standard electronic test equipment

• Ability to travel frequently and on short notice (up to 85%)

• Ability to manage expenses, coordinate travel, and handle customer interactions professionally

• Possession of a service vehicle (five years old or newer) and ability to meet insurance requirements

• Clean driving record

• Ability to lift up to 75 lbs and sit/work at a computer for extended periods

• Experience working in hospitals and/or ambulatory surgery centers

• Strong verbal and written communication skills across diverse audiences

• Effective organizational skills and ability to manage multiple concurrent projects

• Ability to diagnose and resolve video and IT system issues in healthcare environments

• Ability to walk and stand for up to 4 hours

• Proficiency with business software tools, including the Microsoft Office Suite

Preferred qualifications:

• Over 1 year of field service experience, preferably in medical equipment

• Two-year college degree (AA) with a focus in Biomedical Engineering or Electronics

• Prior experience in Technical Field Service, Biomedical roles, or Military technical MOS

• Demonstrated ability to work independently with minimal supervision and effectively manage multiple assignments

Maximum Salary: $ 91416

Compensation fornon-exempt (hourly), non-sales rolesmay also include variable compensation from time to time (e.g., any overtime and shift differential) and annual bonus target (subject to plan eligibility and other requirements).

Compensation forexempt, non-sales rolesmay also include variable compensation, i.e., annual bonus target and long-term incentives (subject to plan eligibility and other requirements).

For MA positions: It is unlawful to require or administer a lie detector test for employment. Violators are subject to criminal penalties and civil liability.

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.

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

Your responsibilities will include:

• Serving as the primary resource for sales and clinical support in the areas of basic troubleshooting, programming, and patient follow-up for spinal cord stimulation products in a clinical setting.
• Educating customers on the merits and proper clinical usage of company products by giving presentations and demonstrations using a wide variety of formats and platforms (e.g., slides, transparencies, manuals) to keep all customers abreast of the latest product, therapy, technology developments and current items of interest in the industry.
• Participating in case reviews and clinical observation by working with physicians, hospital, and ambulatory surgery center staff.
• Attending cases in the operating room of hospital and surgery center accounts and performing patient follow-up to assure customer and patient success with the implanted products.

• Meeting with existing and potential clients (e.g., physicians, physician office groups at hospitals) by traveling (in an automobile or airplane) to identify their clinical needs, goals, and constraints related to patient care and to discuss and demonstrate how company products can help them to achieve their goals.
• Utilizing company resources to identify potential patients and referral sources to educate them on neuromodulation and the value of pain management in treating chronic pain; this includes participating in creating community awareness events to drive patient volume.
• Developing relationships with hospital and ambulatory surgery center personnel (e.g. through conversation, meetings, participation in conferences) to make new contacts in other departments within hospital and to identify key decision makers in order to facilitate future sales.
• Responding to customer and patient’s needs regarding products and services by developing creative and feasible solutions or working with other related personnel (e.g., sales, clinical research, marketing, technical support) to develop optimal solutions.
• This position is a field-based sales position within the assigned territory. You will be in daily collaboration with other local Field Clinical Representatives, Territory Managers and the Regional Business Director in your area.

• Performing this job in a quality system environment. Failure to adequately perform tasks can result in noncompliance with governmental regulations.

Required Qualifications:

• Bachelor’s degree or an equivalent combination of education and experience.

• Minimum of two years’ work experience in a sales and/or clinical role.

Preferred Qualifications:

• Medical device sales and/or clinical education experience.
• Bachelor’s degree in Nursing, Biology, Kinesiology or other science field.

• Experience as Physical Therapy Assistant, RN, Chiropractor Assistant, Radiologic Tech or Surgical Tech or similar field.

The anticipated annualized base amount or range for this full time position will be, plus variable compensation governed by the Sales Incentive Compensation Plan (which includes certain annual non-discretionary incentives based on predetermined objectives) as well as the value of core and optional benefits offered at BSC, which can be reviewed at www.bscbenefitsconnect.com. Actual compensation will be commensurate with demonstrable level of experience and training, pertinent education including licensure and certifications, and other relevant business or organizational needs.

For MA positions:It is unlawful to require or administer a lie detector test for employment. Violators are subject to criminal penalties and civil liability.

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.

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.

About the role:

Boston Scientific is looking for a Fellow Electrical Engineer. You will be responsible for providing electrical and electronic engineering support and expertise in the definition, design, development and test of products in accordance with the Quality system standards, Design Controls and customer requirements. Ensures products are designed to facilitate manufacturability.

Your responsibilities will include:

• May work with R&D leadership to define technical roadmaps aligned with business objectives.
• Drive continuous improvement in engineering processes and methodologies.
• Collaborate with Regulatory Affairs, Clinical, Quality and Manufacturing teams etc. throughout product lifecycle.
• Participate in executive reviews and strategic planning sessions.
• Maintains substantial knowledge of state-of-the-art principles and theories in their particular area of expertise.
• Provides critical design and technical problem resolution.
• Assume technical lead in the design, development, and testing of complex bioelectronic systems comprised of PCB design, stimulation, power management, wireless communication, and sensing technologies, etc.
• May lead projects or project teams with moderate resource requirements, risk, and/or complexity.
• Can work independently within functional / divisional policies while maintaining good communication with functional and cross-functional teams.
• May help with technical recruitment, training, and ongoing support of staff.
• Provides technical guidance, training and mentorship to less senior staff contributing to their ongoing development within the company.
• Provides feedback to the development staff on customer specific enhancements as well as new applications for base product in accordance with Quality System requirements.
• Ensures new products or product enhancements are designed to facilitate transfer to manufacturing in a timely fashion and in accordance with Quality System requirements. Facilitates the process of transferring products from development to manufacturing.
• Ensures that engineering testing and documentation is in accordance with regulatory requirements for approval of products by the regulatory agencies of the countries into which the products will be marketed.
• Works with patent attorneys in documenting innovative ideas, reviewing patent application, and supporting Freedom to Operate Analysis.
• Converts complex information to compelling business context and advice.
• Presents convincing arguments for complex ideas and projects at cross-functional meetings in a way that persuades others to agree on recommendation and/or approach, when appropriate.

Required qualification:

• Bachelor’s degree in engineering or related discipline or equivalent experience. Master’s degree or higher in engineering is preferred.
• 10+ years’ experience in medical device design or similar products.
• Experience working under and knowledge of quality systems designed to meet FDA/EU regulatory requirements.
• Experience and knowledge of pre-clinical testing of medical products.
• Ability to travel 20% of the time.

Preferred qualifications:

• Demonstrates strong proficiency in Electrical Engineering, especially in analog circuit design.
• Ability to adapt and learn quickly leveraging knowledge towards the contribution of projects.
• Ability to use Microsoft Office tools for documentation, analyzing data, presenting data or ideas, etc.
• Ability to use Microsoft Excel and other data analysis tools to manipulate and analyze data sets.
• Competence in the use of Electronics CAD software (Altium) for schematic capture and PCB layout is preferred.
• Professional, clear verbal and written communications skills required.
• Ability to work independently or in a team setting as required.

Maximum Salary: $ 243000

Compensation fornon-exempt (hourly), non-sales rolesmay also include variable compensation from time to time (e.g., any overtime and shift differential) and annual bonus target (subject to plan eligibility and other requirements).

Compensation forexempt, non-sales rolesmay also include variable compensation, i.e., annual bonus target and long-term incentives (subject to plan eligibility and other requirements).

For MA positions: It is unlawful to require or administer a lie detector test for employment. Violators are subject to criminal penalties and civil liability.

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.

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

Your responsibilities will include:

• Integrate service requirements into new-product design and risk-management processes.
• Partner with Service Development Engineers to create Service documentation and Service parts including Service manuals, work instructions,
• Serve as the service-quality owner for assigned products, ensuring alignment between DHF, DMR, and field-service documentation.
• Evaluate product or process changes for quality and risk impact; ensure all risk controls remain effective.
• Champion continuous improvement of product reliability through analysis of field performance data, and service metrics.
• Represent service quality in design reviews, risk assessments, and post-market monitoring.

Process Focus

• Lead CAPA/NCEP investigations, ensuring strong root-cause analysis and sustainable corrective actions.
• Partner with global and regional teams to implement best practices for service quality metrics and reliability measurement.
• Monitor key process indicators for CE service performance, informing operational and business decisions.

People & Culture Focus

• Foster collaboration across Service Development Engineering, Service QA, NPE Project Management, Field Service, and Global teams.
• Promote a culture of curiosity, accountability, and high performance.
• Participate in VIPs and continuous-improvement initiatives that drive measurable efficiency gains.
• Develop a “Yes – and here’s how” mindset to support business enablement while maintaining strong compliance.

Required qualifications:

• Bachelor’s degree in a technical field
• 2+ years of relevant work experience

Preferred qualifications:

• Masters degree in engineering
• Experience working in medical device industry
• Experience working with medical electrical equipment

The anticipated annualized base amount or range for this full time position will be$ to $, plus variable compensation governed by the Sales Incentive Compensation Plan (which includes certain annual non-discretionary incentives based on predetermined objectives) as well as the value of core and optional benefits offered at BSC, which can be reviewed at www.bscbenefitsconnect.com. Actual compensation will be commensurate with demonstrable level of experience and training, pertinent education including licensure and certifications, and other relevant business or organizational needs.

For MA positions:It is unlawful to require or administer a lie detector test for employment. Violators are subject to criminal penalties and civil liability.

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.

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.

Leadership and Team Management

• Lead, coach, and develop a team of 6–8 Service Quality Engineers supporting all BSC divisions and their respective service development projects.
• Build a high-performing, engaged, and collaborative team culture focused on technical excellence, accountability, and customer-centricity.
• Define clear priorities, allocate resources, and balance workload across multiple programs and divisions.
• Drive employee development plans that enhance systems thinking, problem solving, and quality leadership capabilities.

Product Service Quality Leadership

• Provide quality leadership for service development activities throughout the product lifecycle — from concept through sustaining engineering and post-market support.
• Ensure service readiness and reliability are considered during product design and transfer, and that service documentation, tools, and processes meet quality standards.
• Ensure appropriate review and approval of service-related deliverables such as Service Risk Analyses, Service Plans, FRUs, Service CAFs, and Service systems readiness.
• Support effective management of product field issues, signals, and CAPAs related to service performance.
• Facilitate data-driven decision-making by linking field performance data to design and service process improvements.

Cross-functional Collaboration

• Act as the primary Quality partner to the Service Development Engineering leadership team , ensuring alignment between service design, field reliability, and regulatory compliance.
• Collaborate with Divisional Quality , Post Market Quality and Regional Quality teams to share best practices, harmonize approaches, and ensure global consistency.
• Partner closely with the Sr. Quality Manager – Business Process & I&S Steward to strengthen the integration of product-specific service quality within the broader Installation & Servicing process.
• Build strong working relationships with leaders across R&D, Manufacturing, Regulatory, Field Service, and Commercial teams to enable quality-driven service innovation.

Capability and Culture Development

• Lead initiatives to build Service Quality Engineering capabilities including standardized tools, training, and technical frameworks.
• Champion the development of a learning culture focused on root cause analysis, risk management, and continuous improvement.
• Drive cross-functional quality maturity through coaching, mentoring, and alignment of key quality system processes.
• Foster a mindset of curiosity and collaboration within the Service Quality community, encouraging data sharing and best-practice exchange across divisions.

Process Maturity and Continuous Improvement

• • Partner with the I&S Steward and Business Process teams to enhance the effectiveness of the Service Quality and Installation & Servicing processes.
• Identify and implement process improvements to increase efficiency, reduce service-related nonconformances, and strengthen compliance.
• Monitor and report service-related quality metrics, including field reliability trends, CAPA effectiveness, and process health indicators.
• Ensure audit readiness for service-related quality processes and documentation.

Required Qualifications

• Bachelor’s in Engineering, Quality, or related technical discipline.
• Minimum 10 years of experience in Quality Engineering, Service Quality, or Product Development within a regulated industry (medical device preferred).
• Minimum of 4 years in people leadership roles managing technical teams.
• Demonstrated success in building and developing high-performing teams.
• Strong knowledge of Quality Systems (ISO 13485, FDA QSR, ISO 14971).
• Skilled in CAPA & risk management, and quality data analytics.

Preferred Qualifications

• Master’s degree in Engineering, Quality, or related technical discipline.
• Experience working in Capital Equipment or Operations Quality in Medical Device industry
• Strong track record of collaboration across global or multi-divisional organizations.
• Experience with product service readiness, reliability engineering, and post-market surveillance.
• Skilled in quality data analytics.
• Proficient in SAP, PLM, or related enterprise quality systems.
• Lean/Six Sigma or project management certification preferred.

Maximum Salary: $ 232000

Compensation fornon-exempt (hourly), non-sales rolesmay also include variable compensation from time to time (e.g., any overtime and shift differential) and annual bonus target (subject to plan eligibility and other requirements).

Compensation forexempt, non-sales rolesmay also include variable compensation, i.e., annual bonus target and long-term incentives (subject to plan eligibility and other requirements).

For MA positions: It is unlawful to require or administer a lie detector test for employment. Violators are subject to criminal penalties and civil liability.

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.

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