Supervisor, Technical Assistance Center

Additional Location(s):   N/A Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing – whatever your ambitions.

Supervisor, Technical Assistance Center

Location:  Arden Hills, MN (On Site)   At Boston Scientific, we value collaboration and synergy. This role follows an onsite work model requiring employees to be in our local office in Arden Hills, Minnesota five days per week. Boston Scientific will not offer sponsorship or take over sponsorship of an employment visa for this position at this time. Relocation assistance is not available for this position.

We're looking for a people-first leader to oversee our Technical Assistance Center, delivering exceptional customer support and technical expertise for our global equipment portfolio. As the Supervisor of the Technical Assistance Center, you'll lead 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, optimize support operations, and develop talent.

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

Ensure timely, high-quality support for customers across our global equipment portfolio.

Lead resolution of complex customer escalations while maintaining a strong customer-first mindset.

Monitor customer satisfaction metrics and identify opportunities to enhance the overall customer experience.

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

Optimize Technical 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 and monitor key performance indicators (KPIs) such as response time, resolution time, first-contact resolution, customer satisfaction, and service quality.

Leverage data and analytics to identify trends, 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 receive appropriate training and maintain required documentation.

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

Required