Medical Equipment Technical Services Coordinator

The Medical Equipment Technical Services Coordinator will be responsible for managing the technical service operations for our capital equipment installed base in order to guarantee the right FSE/functioning equipment at the right revenue/margin at the right customer. This role requires a deep understanding of technical services strategic management, financial acumen, strong technical service expertise, excellent leadership skills and third part services mgmt. The ideal candidate will ensure the highest level of service quality and customer satisfaction.

Key Responsibilities

Technical Service Execution

• Follow established service protocols, procedures, and performance metrics.

• Ensure compliance with regulatory standards and Boston Scientific policies during service activities.

• Support the execution of service contracts and warranty terms under guidance.

• Assist in the monetization of services (e.g., rental, maintenance) by providing accurate service data and customer feedback.

Collaboration & Communication

• Interface with regional teams and contribute to discussions with the Global Technical Service team when required.

• Participate in regional
Technical Service
forums and share field insights to support continuous improvement.

Vendor & SLA Support

• Support the implementation and monitoring of service-level agreements (SLAs), KPIs (e.g., MTTR), and vendor performance metrics.

• Assist in collecting data for performance reviews and audits of third-party service providers.

• Ensure service orders are completed on time by coordinating with FSEs and vendors and escalating delays when necessary.

Logistics & Tools

• Apply basic logistics knowledge to support spare parts and tool availability.

• Collaborate with logistics teams to ensure readiness for service interventions.

Team & Knowledge Sharing

• Provide informal guidance and technical support to junior technicians or new hires.

• Participate in training sessions and contribute to a collaborative team environment.

Customer Support

• Respond to technical service inquiries and assist in resolving customer issues promptly.

• Maintain accurate and timely updates in the service platform or any other required system

• Support customer satisfaction efforts by documenting feedback and identifying recurring service issues.

Technical Expertise

• Stay informed on Boston Scientific technologies relevant to assigned equipment.

• Provide technical input to internal teams and third-party service providers.

• Conduct preliminary root cause analysis and escalate complex issues to senior engineers or managers.

Operational Efficiency

• Monitor personal service performance against KPIs (e.g., MTTR, first-time fix rate).

• Identify and suggest opportunities for process improvements and cost savings.

• Contribute to inventory accuracy by reporting usage of spare parts and tools

Qualifications & Experience

• Bachelor's degree in Biomedical Engineering, Electrical Engineering, Industrial Engineering, or other related fields such as Mechatronics, Mechanical Engineering, or Production Engineering.

• Registration with a relevant professional engineering body is desirable, as it indicates eligibility to perform engineering functions under local regulations. While not strictly required for this supervisory role, such registration is considered a strong asset.

• 5 Years proven experience in technical service management, preferably in the medical devices industry

• English B1-B2 Level.

• Proven experience delivering technical services in clinical environments, including hospitals and diagnostic centers.

• Strong understanding of hospital infrastructure, medical equipment lifecycle, and coordination with clinical engineering teams.

• Excellent leadership and team management skills

• Strong problem-solving and analytical abilities

• Effective communication and interpersonal skills

• Strong Financial and Logistics Acumen

Skills and Competencies:

• Technical service management

• Team leadership and development

• Customer support and relationship management

• Technical troubleshooting and problem-solving

• Process improvement and operational efficiency

• Experience in regulated industries (e.g., telecom, energy, healthcare, manufacturing).

• Ability to work across time zones and manage remote teams.

• Global Collaboration