Supervisor, Technical Assistance Center

We’relooking for a people-first leader to oversee our Technical Assistance Center, delivering exceptional customer support and technicalexpertisefor our global equipment portfolio. As the Supervisor of the Technical Assistance Center,you’lllead a high-performing team focused on resolving complex customer issues, driving operational excellence, and creating outstanding customer experiences.

This role is a key member of the Equipment Service leadership team and partners closely with Sales, Engineering, Field Service, Marketing, Quality, and international teams to continuously improve service delivery,optimizesupport operations, and develop talent.

Your Responsibilities Include:

Lead and Develop a High-Performing Team * Inspire, coach, and develop a team of technical support and customer service professionals.

* Foster an inclusive, collaborative, and accountable team culture focused on continuous learning and customer success.

* Conduct regular performance conversations, career development planning, and coaching to help employees reach their full potential.

* Support employee engagement, retention, and succession planning.

Drive Customer Experience Excellence * Ensuretimely, high-quality support for customers across our global equipment portfolio.

* Lead resolution of complex customer escalations whilemaintaininga strong customer-first mindset.

* Monitor customer satisfaction metrics andidentifyopportunities to enhance the overall customer experience.

* Champion continuous improvement initiatives that simplify processes and improve service delivery.

OptimizeTechnical Support Operations * Oversee daily Technical Assistance Center operations, including workforce planning, scheduling, and resource allocation to meet customer demand.

* Develop, implement, and continuously improve support processes, workflows, knowledge management, and service documentation.

* Establish andmonitorkey performance indicators (KPIs) such as response time, resolution time, first-contact resolution, customer satisfaction, and service quality.

* Leverage data and analytics toidentifytrends, improve operational efficiency, and support strategic decision-making.

Partner Across the Organization * Collaborate with Engineering, Field Service, Sales, Marketing, Quality, and Product teams to resolve technical issues and improve products and services.

* Lead internal escalation reviews and communicate effectively with stakeholders throughout issue resolution.

* Support new product launches, process improvements, and organizational initiatives.

Ensure Quality and Compliance * Promote a culture of quality, compliance, and continuous improvement aligned with company policies and applicable regulatory requirements.

* Ensure team members receiveappropriate trainingandmaintainrequired documentation.

* Support quality initiatives and process standardization across the Technical Assistance Center.

Bachelor’s degree in Business, Engineering, Operations, or a related field, oranequivalent combination of education andworkexperience.

* 5+ yearsofpeopleleadershipexperienceleading customer service, technical support, help desk, or contact center teams.

* Demonstrated success coaching and developing high-performing teams.

* Strong customer relationship management and problem-solving skills.

* Experience managing customer escalations and complex technical support issues.

* Proficiencyusing customer service metrics, dashboards, and reporting to drive operational improvements.

* Excellent communication, organizational, and cross-functional collaboration skills.

* Ability to work flexibletimeswithin call center hours.

Preferred Qualifications * Experience in a technical service, medical device, manufacturing, or regulated industry.

* Bilingual inEnglish andSpanish and/or Portuguese (spoken and written)

* Knowledge of workforce management and contact center technologies.

* Experience with CRM platforms (Salesforce, Dynamics, ServiceNow, or similar).

* Lean, Six Sigma, or continuous improvement experience.

* Familiarity with quality systems and regulatory requirements within a technical or healthcare environment.

The anticipated compensation listed above and the value of core and optional employee benefits offered by Boston Scientific (BSC) - see www.bscbenefitsconnect.com-will vary based on actual location of the position and other pertinent factors considered in determining actual compensation for the role. Compensation will be commensurate with demonstrable level of experience and training, pertinent education including licensure and certifications, among other relevant business or organizational needs. At BSC, it is not typical for an individual to be hired near the bottom or top of the anticipated salary range listed above.

Compensation for non-exempt (hourly), non-sales roles may also include variable compensation from time to time (e.g., any overtime and shift differential) and annual bonus target (subject to plan eligibility and other requirements).

Compensation for exempt, non-sales roles may also include variable compensation, i.e., annual bonus target and long-term incentives (subject to plan eligibility and other requirements).

For MA positions: It is unlawful to require or administer a lie detector test for employment. Violators are subject to criminal penalties and civil liability.

Boston Scientific transforms lives through innovative medical technologies that improve the health of patients around the world. As a global medical technology leader for more than 45 years, we advance science for life byprovidinga broad range of high-performance solutions that address unmet patient needs and reduce the cost of healthcare. Our portfolio of devices and therapies helps physicians diagnose and treat complex cardiovascular, respiratory, digestive, oncological,neurologicaland urological diseases and conditions. Learn more atwww.bostonscientific.comand follow us onLinkedIn.

Boston Scientific Corporation has been and will continue to be an equal opportunity employer. To ensure full implementation of its equal employment policy, the Company will continue to take steps to assure that recruitment, hiring, assignment, promotion, compensation, and all other personnel decisions are made and administered without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, gender expression, veteran status, age, mental or physical disability, genetic information or any other protected class.

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.

Among other requirements, Boston Scientific maintains specificprohibited substancetest requirements for safety-sensitive positions. This role is deemed safety-sensitive and, as such, candidates will be subject to a prohibited substance test as a requirement. The goal of the prohibited substance testing is to increase workplace safety in compliance with the applicable law.