Job Description

Location:

Penang -

Salary:

Competitive

Type:

Permanent

Main Industry:

Other Industries & Skills:

Customer Service & Call Centre, Engineering, Health, Nursing & Social Services, Information Technology, Manufacturing

Advertiser:

Job ID:

128954435

Posted On:

14 September 2023

About this Role

As part of CE Transformation business strategy, APAC Technical Assistance Centre (\xe2\x80\x9cTAC\xe2\x80\x9d) in Penang Malaysia will provide first-line support for technical inquires related to Capital Equipment (\xe2\x80\x9cCE\xe2\x80\x9d) to external customers and/or distributors in local countries within APAC.

He/she will perform remote trouble shooting based on the applicable work instruction, utilizing the remote assistance technology such as AR(Augmented Reality) and phone.

The issue not solved will be assigned to field service engineer in local country, but he/she will need to monitor the solution and ensure the closing of the case.

Responsibilities

-Involved in the implementation of Technical Assistance Centre for APAC.
-Set-up relevant processes that is applicable to APAC Technical Assistance Centre.
-Implement new initiatives (e.g. remote support, follow-the-sun to support other countries) in collaboration with the global team.
-Partner with the global team to set-up 24 hours support structure for the Technical Assistance Centre.
-Function as first contact for internal (i.e. sales reps, clinical specialists) and external customers & distributor inquiries related to CE 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 cross functional customer support teams as required
-Collaborate with relevant function to develop the content management of knowledge platform

Minimum Requirements

-English speaking and writing skills.
-Education level: Min. bachelor\xe2\x80\x99s degree in electronic, biomedical engineering or IT
-3 years of technical call center experience for remote assistance of technical products
-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 6:00 am to
8:00 pm Singapore time)
Preferred Qualifications

-Field service engineering experience
-Medical equipment customer phone support experience.
-Experience with Service Management System such as: Salesforce, ServiceMax, SAP Service Module.
-General knowledge and application of technical documents and diagram
-Proficient in other major languages like Mandarin, Malay, Korea, Japanese, Tamil/ Hindi is a plus.

About us

As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most \xe2\x80\x93 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 those values to everything we do \xe2\x80\x93 as a global business and as a global corporate citizen.

So, choosing a career with Boston Scientific (NYSE: BSX) isn\xe2\x80\x99t just business, it\xe2\x80\x99s personal. And if you\xe2\x80\x99re a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you and look forward to connecting with you!

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