job description
Join Boston Scientific as a Senior Technical Analyst in our APAC Technical Assistance Centre (TAC), based in the vibrant region of Badung, Bali. This is a unique opportunity to leverage your deep technical expertise in Capital Equipment products while providing structured knowledge sharing and technical guidance to our TAC Specialists and Senior TAC Specialists across the Asia-Pacific region.
In this pivotal role, you will serve as a subject matter expert, ensuring seamless resolution of complex technical issues, driving operational excellence, and enhancing customer satisfaction. Your contributions will directly impact the efficiency and effectiveness of our technical support framework, empowering our teams to deliver world-class service to healthcare professionals and patients.
Boston Scientific is a global leader in medical technology, committed to transforming lives through innovative solutions. As part of our dynamic team in Bali, youâll collaborate with cross-functional stakeholders, stay ahead of industry trends, and play a key role in advancing our mission of improving patient outcomes.
Responsibility
- Provide expert-level technical support and troubleshooting for Boston Scientificâs Capital Equipment products to TAC Specialists and field teams.
- Develop and deliver structured training programs and knowledge-sharing sessions to enhance the technical proficiency of TAC staff.
- Analyze complex technical issues, identify root causes, and propose scalable solutions to prevent recurrence.
- Collaborate with R&D, Engineering, and Quality teams to provide feedback on product performance and potential improvements.
- Maintain and update technical documentation, FAQs, and best practice guides for internal and external use.
- Monitor and report on TAC performance metrics, identifying trends and areas for process optimization.
- Act as a liaison between TAC and other departments to ensure alignment on technical standards and customer expectations.
- Stay current with industry advancements and product updates, ensuring the team remains at the forefront of medical technology.
Qualifications
- Bachelorâs degree in Biomedical Engineering, Electrical Engineering, Mechanical Engineering, or a related field; advanced degrees are a plus.
- Minimum 5+ years of experience in technical support, field service, or a similar role within the medical device or healthcare technology industry.
- In-depth knowledge of Capital Equipment products, including diagnostic, therapeutic, or surgical devices.
- Proven ability to train and mentor technical teams, with strong presentation and communication skills.
- Experience with troubleshooting complex electromechanical systems and interpreting technical schematics.
- Familiarity with IT service management (ITSM) tools and CRM systems (e.g., Salesforce, ServiceNow).
- Fluency in English is required; additional APAC languages (e.g., Mandarin, Japanese) are advantageous.
- Strong analytical, problem-solving, and project management skills with a customer-centric approach.