Boston Scientific Hiring! Full Time Senior Analyst, Technical Assistance Centre, APAC in WP Kuala Lumpur - Ricebowl

Work mode: Field Based

Onsite Location(s): Kuala Lumpur, MY

Purpose Statement:

As part of building a scalable, high‑performing APAC Technical Assistance Center (TAC), the TAC Senior Analyst serves as the senior technical authority for Capital Equipment service operations within the region.

This role is hired to establish best practices and contribute to the resolution of the most critical, complex, or systemic service challenges with broad customer or operational impact.

In addition to supporting advanced service execution, the TAC Senior Analyst plays a key role in long‑term capability development by setting technical standards, strengthening knowledge frameworks, and influencing service excellence across the TAC organization through expertise and technical leadership.

• Provide expert‑level frontline technical support for the most complex, high‑impact, or sensitive Capital Equipment service cases.
• Act as the recognized Subject Matter Expert for Capital Equipment systems, products, and service processes.
• Exercise advanced judgement in prioritizing cases based on customer risk, operational impact, and business criticality.
• Ensure stakeholder communication in critical cases is accurate, timely, and aligned with regional service standards.

• Oversee and validate complex service cases and non‑standard work orders to ensure technical accuracy, completeness, and compliance with defined service processes.
• Provide expert guidance on entitlement interpretation, escalation handling, and execution approaches in ambiguous or precedent‑setting scenarios.
• Ensure correct linkage and integrity across service cases, work orders, installed base records, and parts transactions in GSMS.

• Define, standardize, and continuously refine troubleshooting methodologies, escalation frameworks, and technical best practices.
• Set technical standards that guide TAC Analysts, Supervisor, and broader service teams.
• Anticipate emerging technical risks through deep system and portfolio knowledge and proactively define mitigation strategies.

• Provide structured knowledge sharing and technical guidance to TAC Specialists and Senior TAC Specialists on Capital Equipment products and common customer‑reported service case scenarios.
• Drive the development and governance of knowledge articles, troubleshooting guides, and technical documentation.
• Identify recurring issues, service trends, or process gaps and propose corrective or preventive actions.
• Uphold the highest standards of patient safety and product quality through expert‑level technical decision making.
• Contribute to high‑impact service projects, pilots, or transformation initiatives aligned with long‑term TAC maturity.

• Bachelor’s degree or higher in Engineering, Biomedical Engineering, Electronics, Information Technology, or a related technical field.
• Require at least 7 – 8 years of experience in Capital Equipment service, technical support, or advanced troubleshooting roles, preferably within medical device or regulated environments.
• Recognized expert‑level technical knowledge with a proven track record of resolving highly complex or systemic service issues.
• Strong understanding of service operations, including service case management, work order processes, and data‑driven service analysis.
• Demonstrated ability to define technical standards, best practices, and resolution frameworks used by other service professionals.
• Proven experience collaborating with Engineering, Quality, and Field Service on high‑impact technical or quality‑related issues.
• Professional proficiency in English, including speaking, reading, and writing, with the ability to communicate effectively with customers and interpret technical documentation is required.
• Additional language will be useful.