Job Description

Purpose and Passion Comprehensive Benefits Life-Work Integration Community Career Growth

At Boston Scientific, you will find a collaborative culture driven by a passion for innovation that keeps us connected on the most essential level. With determination, imagination and a deep caring for human life, were solving some of the most important healthcare industry challenges. Together, were one global team committed to making a difference in peoples lives around the world. This is a place where you can find a career with meaningful purposeimproving lives through your lifes work.

About This Role:

This position is responsible for development and leadership of a world-class customer service and technical support organization in support of BSC equipment offerings worldwide. Key member of the Equipment Service Business management team.

Your Responsibilities Will Include:

* Establish and support a work environment of continuous improvement that supports BSC's Quality Policy, Quality System and the appropriate regulations for the area supported. Ensure employees are trained to do their work and their training is documented.
* Manage all aspects of the Call Center. Structure, staff and manage organizations for achievement of department and Service objectives.
* Manage day to day operations and scheduling of personnel to meet customer needs.
* Design, implement and maintain operations procedures for customer service and technical support for all relevant BSC products. (call processing, technical troubleshooting, service dispatching, performance measurements, training records, estimated budgets)
* Provide customer service and technical support for all supported BSC equipment offerings.
* Enhance and ensure the existence of effective coaching for consistent improvement and development of employee
* Maximize employee satisfaction and retention.
* Develop action plans and follow through to impact change.
* Drive the desired results to achieve a competitive advantage through on-going evaluation of performance and processes.
* Identify, recommend and support the implementation of various programs for the improvement of call center processes.
* Monitor and drive excellence in customer service, utilize observations, analysis and trending to identify organizational areas of opportunity and efficiencies
* Continually evaluate, improve and implement changes to assure customer-centric departmental focus.
* Deal with escalated customer queries, complaints, and provide a high level of customer satisfaction as measured through customer metrics.
* Manage customer escalation, internal escalation meetings, and reporting
* Ensure that there are adequate staffing levels to meet predicted call volumes.
* Provide personal development plans and performance reviews on a timely basis
* Interface with; external customers, sales, marketing, field service, engineering managers, and international counterparts.

What We're Looking For In You:

Minimum Qualifications

* Bachelors Degree in Business or equivalent
* 5 7 years of experience supervising Call Center Staff, preferably in a technical environment
* Strong Customer Service and Problem-Solving skills
* Experience developing and utilizing Call Center metrics

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 youre looking to truly make a difference to people both around the world and around the corner, theres no better place to make it happen.

Requisition ID: 473151