Job Description

Location: Penang, Malaysia
Hiring Manager: Christopher Chin
Recruiter: Jason Tan

Purpose Statement

To develop and maintain a feasible plan for hiring, training and management of personnel and to ensure quality issues, process and material flows are operated efficiently. Through his or her management style, the Supervisor actively demonstrates and propagates the core values of BSC. He or she is a strong team player and demonstrates this through the integration of key goals with appropriate other functions (e.g. Engineering, Quality, Logistics, Finance, R&D, HR etc.).

About this Role

General/medium knowledge and application of technical and business concepts, procedures, and practices. Interprets company policies and procedures to resolve issues. Medium knowledge of industry practices and standards. Provide global industry-leading technical support to customers via multiple communication pathways (phone, fax, email, etc.).

Responsibilities

• Function as first contact for (internal and external) customer inquiries.
• Create, manage and final closure of service cases in the Global service management system.
• Monitor accuracy of install base data in the Global service management system with signaling function to responsible department.
• Creation, releasing or requesting orders of Capital equipment for repair activities.
• Main contact within CETS 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.
• Manage standardized and non-standardized troubleshooting activities regarding Capital Equipment between customer, sales and CETS.
• Analyze and assess product operation and make recommendations for optimal device management.
• Achieve and maintain proficiency in market-released and future products with affiliated proficiency level.
• Receives incidental supervision. Makes recommendations which may be reviewed by supervisor or designee. May exercise authority within limits. May seek guidance in resolving problems.
• Participates in the development of others by providing case-to-case support.
• Makes recommendations which may be reviewed by supervisor or designee.
• May exercise authority within limits.
• May seek guidance in resolving problems.
• Collaborate with relevant function for content management of knowledge platform.

Minimum Requirements

• English speaking and writing skills.
• Education level: Electronic or IT technician, Associates Degree or equivalent technical certification. 3 years prior call center experience.
• Flexible and representative attitude, customer service focused.
• Computer literate, network knowledge required.
• Good social and communication skills.
• Creative thinking, innovative, logical, problem solver, multi-tasking.
• Ability to work different 8-hour shifts. Call center hours are 6:30 am to 7:00 pm Singapore time.

Preferred Qualifications

• Medical equipment customer phone support experience.
• Experience with Service Management System such as: Salesforce, ServiceMax, Seibel, SAP Service Module.
• Good typing skills.
• General knowledge and application of technical and business concepts, procedures, and practices.
• Interprets company policies and procedures to resolve issues.
• Beginning knowledge of industry practices and standards.
• Proficient in other major languages like Mandarin, Malay, Korea, Japanese, Tamil/ Hindi is a plus.
• Flexible and representative attitude.
• Good social and communication skills.
• Good Document Practices skills.
• Basic troubleshooting capabilities which don\'t necessarily require a technical education or equivalent.

About Us

As a global medical technology leader for more than 35 years, our mission at Boston Scientific (NYSE: BSX) is to transform lives through innovative medical solutions that improve the health of patients. If you\'re looking to truly make a difference to people both around the world and around the corner, there\'s no better place to make it happen.

Requisition ID: 556893

Boston Scientific