Boston Scientific Technical Support Specialist III TAC APAC 

Malaysia, Penang 

38525056

Key Responsibilities

• Function as first contact for internal (i.e. sales reps, clinical specialists) and external customers & distributor inquiries related to product (known as Capital Equipment) troubleshooting in APAC
• Create, manage and final closure of service cases in the Global Service Management System (GSMS)
• Timely closure of service cases and achieve closure rate target
• Monitor accuracy of install base data in GSMS with signaling function to responsible department
• Create and assign work orders of Capital Equipment for field repair activities
• Participate in Customer Satisfaction/Experience program
• Main contact within CE Technical Service (TS) organization for advice on supported products and/or specific case information
• Interact with a wide range of the BSC organization, in order to manage interventions
• Practice excellent "good documentation practices" while recording activities in the Global Service Management System
• Achieve and maintain proficiency in market-released and future products with affiliated proficiency level
• Collaborate with relevant function to develop the content management of knowledge platform
• Recommend and involve in the improvement project/NCEP/CAPA related to CE Technical Services and Support for APAC
• Travel frequency: Occasional. Expected once a month to support field service work at local hospitals when required

Requirements

• Process at least Degree in Biomedical/Mechatronics/Electronics Engineering or equivalent
• Required language(s): English (Must), Mandarin (preferable), Bahasa Malaysia
• At least 5 year(s) of relevant experience in healthcare industry or in technical support/field service experience handling biomedical equipment, medical devices, or related medical products
• Experience with Service Management System such as: Salesforce, ServiceMax, Seibel, SAP Service Module
• General knowledge and application of technical and business concepts, procedures, and practices
• Computer literate
• Skills required: Good social and communication skills
• Creative thinking, innovative, logical, problem solver, multi-tasking
• Good typing skills
• Must be able to work in 8-hours shift, standby remote support during weekends and public holidays