Technical Assistance Centre Supervisor, APAC

Job description

**Purpose Statement** As part of building and scaling the APAC Technical Assistance Center (TAC), the TAC Supervisor plays a key role in strengthening advanced technical capability and service consistency for Capital Equipment service operations. This role is hired to handle complex and escalated service cases, elevate technical problem‑solving quality, and support the continuous improvement of troubleshooting standards, knowledge content, and service processes. Operating with a higher degree of autonomy, the TAC Supervisor contributes to improved resolution effectiveness, service quality, and capability development across the TAC team, supporting a scalable and high‑performing regional service model. **Key Responsibilities:** **Frontline Case Intake & Service Support** - Act as a frontline support contact for Capital Equipment service inquiries from internal stakeholders and external customers. - Independently handle service case intake while appropriately prioritizing complex, urgent, or high‑impact requests. - Provide clear, professional communication and guidance to stakeholders throughout the service lifecycle. - Support consistent customer experience by applying advanced judgment within defined service frameworks. **Service Case & Work Order Management** - Create, manage, and close service cases in the Global Service Management System (GSMS) in compliance with established workflows and documentation standards. - Create, release, and manage standard and non‑standard work orders for field service or in‑house repair activities, including entitlement validation where required. - Ensure accurate linkage between cases, work orders, installed base records, and parts transactions. - Review and validate case and work order quality to ensure technical accuracy and process adherence. **Advanced Troubleshooting, Escalation & Case Ownership** - Act as the primary owner for complex, non‑standard, or escalated Capital Equipment service cases requiring advanced technical analysis. - Perform in‑depth troubleshooting and structured root cause analysis to determine optimal resolution strategies. - Serve as an escalation point for TAC Analysts on technically challenging or ambiguous issues. - Balance technical risk, customer impact, and operational considerations when driving case resolution. **Cross‑Functional Coordination & Technical Guidance** - Collaborate with Field Service, Engineering, Quality, Logistics, and other cross‑functional partners to resolve complex service issues. - Provide technical guidance, coaching, and informal mentoring to TAC Analysts to improve troubleshooting quality and confidence. - Act as a subject matter contributor for assigned product portfolios or technologies. **Data Accuracy, Quality & Continuous Improvement** - Ensure advanced troubleshooting and escalated cases comply with Quality System requirements and regulatory standards. - Ensure accuracy and completeness of case notes, work order details, parts usage records, and installed base data in GSMS. - Comply fully with company policies, Quality System procedures, regulatory requirements, and safety standards. - Contribute to continuous improvement by sharing feedback on recurring issues, process inefficiencies, or documentation improvements. **Job Requirements:** - Bachelor’s degree or higher in Engineering, Biomedical Engineering, Electronics, Information Technology, or a related technical field. - 5–7 years of relevant experience in technical service support, troubleshooting, or service operations, preferably within medical device, capital equipment, or regulated environments. - Experience providing technical guidance and coaching to junior team members is preferred - Proven ability to independently resolve complex technical issues and manage escalated service cases. - Strong understanding of service workflows, including service case management, work order execution, and service documentation in service management systems. - Demonstrated experience applying structured troubleshooting and root cause analysis methodologies. - Bilingual in both English and Mandarin which includes speaking, reading, and writing when required, as the role require to communicate effectively with regional customers and interpret technical documentation across the APAC region - High attention to detail with the ability to ensure accuracy and quality of technical documentation and system records. - Willingness and flexible to work on a rotating shift schedule on weekday (6AM - 3PM and 11AM - 8PM) as required to support regional operations. Requisition ID: 631364 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!