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Service Support Supervisor
4 months ago
Additional Location(s): US-MN-Arden Hills
Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance
At Boston Scientific, we'll give you the opportunity to harness all that's within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we'll help you in advancing your skills and career. Here, you'll be supported in progressing – whatever your ambitions.
About the role:
In this role you would be responsible for development and leadership of a world-class team, supporting the business and its capital equipment offerings. You will contribute to the development, implementation and execution of Customer Service and Support objectives.
The Service Support Supervisor will be responsible for managing Service Support functions in the Americas Region. This role will provide leadership to Service Support Specialists and Preventive Maintenance Specialists - ensuring all services are provided to internal and external customers according to organizational goals and established procedures.
This role will lead a team in meeting operational goals for Service Support, responsible for managing capital equipment and service programs in support of sales, marketing, and service operations activities for capital equipment. This team is responsible for facilitating the planning and execution of cross-divisional routine service, including installations, upgrades, equipment moves, evaluations, and preventive maintenance of Capital Equipment. Interfacing with divisional stakeholders to align on expectations and report against execution.
This role will ensure compliance to all Corporate, Site and service process and procedures, including customer related services, installation and service, and system usage (ServiceMax, SAP, SFDC, Windchill, etc.). This role will coordinate with other functions with CETS to drive process improvement, specifically processes owned within Service Support.
Your responsibilities include:
- Assist in managing all aspects of the Service Support team, proving divisional sales and field service support for Capital Equipment.
- Structure, staff, and manage teams for achievement of department and Service objectives.
- Design, implement and maintain procedures for Service Support and Preventive Maintenance for all relevant BSC products (business unit administration, email/call processing, logistics coordination, CE evaluation management, case management, service dispatching, preventative maintenance scheduling, performance measurements, training records, training assignments).
- Enhance and ensure the existence of effective coaching for consistent improvement and development of employees.
- Identify, recommend, and support the implementation of various programs for the improvement of processes.
- Support value improvement initiatives to generate revenue and drive savings.
- Monitor and drive excellence in customer service, utilize observations, analysis, and trending to identify organizational areas of opportunity and increased efficiency.
- Setting performance expectations to manage and meet SLA's, in support of operational goals.
- Support new product launches, including hosting launch pipeline meetings and providing regular reporting to stakeholders.
What we are looking for:
- Bachelors degree preferred; open to commensurate relevant experience
- 3-5 years related work experience in a Service or Customer Service organization.
- Experience leading teams with different functional responsibilities.
- Experience leading projects.
- Experience with SAP, Salesforce/ServiceMax.
- Experience in a Medical Device or Capital Equipment organization.
- Interpersonal and communication skills.
- Problem solving skills.
Requisition ID: 584418
As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do – as a global business and as a global corporate citizen.
So, choosing a career with Boston Scientific (NYSE: BSX) isn't just business, it's personal. And if you're a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you
At Boston Scientific, we recognize that nurturing a diverse and inclusive workplace helps us be more innovative and it is important in our work of advancing science for life and improving patient health. That is why we stand for inclusion, equality, and opportunity for all. By embracing the richness of our unique backgrounds and perspectives, we create a better, more rewarding place for our employees to work and reflect the patients, customers, and communities we serve. Boston Scientific is proud to be an equal opportunity and affirmative action employer.
Boston Scientific maintains a prohibited substance free workplace. Pursuant to Va. Code § , Boston Scientific is providing notification that the unlawful manufacture, sale, distribution, dispensation, possession, or use of a controlled substance or marijuana is prohibited in the workplace and that violations will result in disciplinary action up to and including termination.
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.
