Director, Capital Equipment Service Support and Training

Director, Capital Equipment Service Support and Training

At Boston Scientific, the Director, Capital Equipment Service Support and Training is responsible for development and leadership of the service support, TAC (Technical Assistance Center) and training organization (across EMEA and US). The role will provide leadership to a customer-centric Global operations team and will partner closely with BSC divisions and commercial teams as part of optimizing the capital equipment and service business. Directly ensures service operations performance objectives and KPIs are routinely met and will partner with divisions to set and achieve positive customer experience, help support service revenue, capital equipment sales, service contract and business growth targets along with relevant KPIs.

Your Responsibilities Include :

• Lead and manage the following teams : service support, TAC (Technical Assistance Center) and CETS (Capital Equipment Technical Services) training teams across multiple locations. Responsible for directly managing 3-8 employees and a large indirect team across multiple locations in the US and Europe. Leader will have some room to shape the org design.
• Establish strategic direction for key capital equipment activities. Align efforts across supply chain and business / division objectives and act as liaison to advocate and communicate overall strategy.
• Fosters a diverse workplace that enables all participants to contribute to their full potential in pursuit of organizational objectives.
• Partner and align with divisional leadership on strategic priorities and key initiatives for capital, sales process, and customer engagement.
• Builds strategic partnerships to further departmental and organizational objectives. Interacts internally and externally with senior level management, outside regulatory agencies, customers, vendors and / or suppliers.
• Establish structure, processes, and procedures to assure comprehensive quality system compliance.
• Assist with Divisional commercial support : selling activities support driving alignment of service and commercial strategies.
• Support QBR process with divisions to review performance and discuss trends for their organization.
• Connect with counterparts globally to support divisional service initiatives.
• Partner with divisional leadership to oversee new product development and introduction. Champion improvements in business processes to increase the effectiveness of their implementation across service operations.
• Collaborate with international counterparts to establish framework for global service operations and drive best-practice sharing.
• Continually evaluate, improve, and implement changes to assure customer-centric service support, TAC and training team focus. Create balanced performance environment addressing customer satisfaction, employee satisfaction and achievement of productivity and revenue-expense goals.
• Responsible for management of budget and budgeting process and track / forecast headcount needs with a rapidly changing install base portfolio.
• Create a high-performance culture with a focus on continuous improvement to continuously improve customer experience while maintaining key cost and efficiencies goals.
• Maintain strong working relationships with external customers and internal sales, marketing and engineering management, and international counterparts.

What We're Looking For :

Required Qualifications :

Preferred Qualifications :

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).

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

So, choosing a career with Boston Scientific (NYSE : BSX) isn't just business, it's personal. And if you're a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you!

At Boston Scientific, we recognize that nurturing a diverse and inclusive workplace helps us be more innovative and it is important in our work of advancing science for life and improving patient health. That is why we stand for inclusion, equality, and opportunity for all. By embracing the richness of our unique backgrounds and perspectives, we create a better, more rewarding place for our employees to work and reflect the patients, customers, and communities we serve.

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 specific prohibited substance test 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.