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Boston Scientific Technical Support Specialist APAC 
Malaysia, Penang 
314609037

12.07.2024

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