Boston Scientific Technical Support Specialist 

Germany, North Rhine-Westphalia, Dusseldorf 

890534857

Germany-Düsseldorf; Belgium-Diegem; Netherlands-Kerkrade

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 external and internal customers via telephone and e-mail, to solve problems related to medical devices, including computer hardware, software, network, and other 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;
• Participating in after hours on-call pool for Patient On the Table (POT) calls (optional);
• 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.

What we are looking for:

• Education level: MBO+/HBO level or equivalent, experience in technical specialization and customer support;
• Excellent English verbal and writing skill, additionally at least one or two of the following languages is required:
  • German
  • French

• Technical background/proficiency, computer literate;
• Relevant Experience in technical problem-solving environment, distribution, sales and direct customer environment;
• A problem-solving attitude combined with liaison focused communication skills;
• Flexible and representative ;
• Comfortable in challenging situations;
• Good social and communication skills;
• Good Document Practices skills;
• Ambition, eagerness to improve and drive for results.