Senior Analyst, Technical Assistance Centre, APAC

Boston Scientific · Kuala Lumpur

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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.

Key Responsibilities:

Advanced Frontline Support & Critical Case Oversight

• 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.

Service Case & Work Order Governance

• 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.

Technical Authority, Standards & Best Practices

• 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.

Knowledge, Quality & Long‑Term Capability Development

• 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.

Job Requirements:

• 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. 

Requisition ID: 631366

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!

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