Boston Scientific
Website:
bostonscientific.com
Job details:
Additional Locations: 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.
Purpose Statement
The Analyst I, Capital Equipment Helpdesk provides frontline operational and business support for Capital Equipment processes across APAC markets. This role acts as the first point of contact for stakeholder inquiries, case management, transaction support, issue coordination, and timely resolution while maintaining a high standard of service quality and operational discipline.
Mandatory schedule requirement: This role operates on a fixed Wednesday-Sunday schedule. Saturday and Sunday are regular working days. Monday and Tuesday are weekly days off. This is not a weekend rotation model.
Key Responsibilities
- Manage Capital Equipment helpdesk requests across APAC through approved support channels.
- Review, triage, investigate, and resolve routine stakeholder inquiries within agreed service levels.
- Coordinate issue resolution with Commercial, Finance, Supply Chain, and Sales Operations teams.
- Perform transaction processing, system updates, validations, and quality checks while maintaining process compliance.
- Monitor open cases through closure and provide timely, professional updates to requestors and stakeholders.
- Maintain accurate operational documentation, case notes, and audit-ready records.
- Identify recurring issues, process gaps, and improvement opportunities to support standardization and simplification.
- Contribute to SOP updates, knowledge management, and continuous improvement initiatives.
Skillset Required
- Experience in a shared service center or operations support environment is preferred, with understanding of service delivery standards.
- Strong communication skills with the ability to engage stakeholders for operational updates with preparation and professionalism.
- Shows initiative and sound judgment in resolving routine issues and escalating complex matters appropriately.
- Demonstrates willingness to learn and adapt in evolving processes or environments with developing procedures.
- Strong attention to detail, accuracy, follow-through, and ownership of assigned work.
- Fluent English communication skills, verbal and written. Additional regional language capability is preferred but not mandatory.
Basic Qualifications
- Bachelor’s degree in business, Commerce, Finance, Supply Chain, Engineering, Life Sciences, or a related discipline.
- 0-2 years of experience in Customer Service, Operations, Helpdesk, Shared Services, Order Management, or Sales Operations.
- Working knowledge of Microsoft Office applications, particularly Excel.
- Ability to prioritize multiple requests, follow defined processes, and meet SLA, productivity, and quality expectations.
Preferred Qualifications
- Exposure to ERP, CRM, or ticketing systems such as SAP, Oracle, JDE, Salesforce, ServiceNow, or similar platforms.
- Experience supporting APAC stakeholders or working in a regional/global service delivery model.
- Basic understanding of Capital Equipment, Order Management, Customer Operations, or Sales Operations processes.
Key Competencies
Customer Focus
Collaboration
Accountability
Quality Orientation
Problem Solving
Effective Communication
Learning Agility
Continuous Improvement
Success Measures
- SLA adherence and timely closure of helpdesk requests.
- Accuracy and quality of transactions, validations, and documentation.
- Positive stakeholder experience and professional communication.
- Productivity, throughput, and compliance with standard operating procedures.
- Contribution to process documentation, issue reduction, and continuous improvement.
Recruiter Screening Note
Please confirm during candidate screening that the individual is comfortable working a fixed Wednesday-Sunday schedule, where Saturday and Sunday are standard working days and Monday and Tuesday are weekly off days. This requirement should be highlighted clearly before offer discussion.
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Please contact your local EH&S department for more information on physical requirements.
Requisition ID: 632824
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 by providing a 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, neurological and urological diseases and conditions. Learn more at www.bostonscientific.com and follow us on LinkedIn.
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