Job Description

Additional Locations: Mexico-DF-Benito Juárez

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

Responsible for driving operational excellence across the Capital Equipment Services organization in LATAM. The role establishes standardized processes, performance management frameworks, customer experience initiatives, and continuous improvement programs to improve equipment uptime, service effectiveness, operational efficiency, and customer satisfaction. The position partners closely with Commercial, Quality, Regulatory, Supply Chain, Business Units, and Global Capital Equipment teams while providing functional leadership to the regional CEPA and FSE network.

Key Responsibilities

1. Strategic Planning and Execution:

• Develop and execute a comprehensive service strategy aligned with the organization’s overall goals.
• Identify growth opportunities, market trends, and customer needs to drive service expansion.
• Collaborate with cross-functional teams to ensure seamless execution of service initiatives.

2. Performance Metrics and KPIs:

• Establish key performance indicators (KPIs) to measure service quality, efficiency, and customer satisfaction.
• Regularly review performance metrics and adjust strategies as needed to meet or exceed targets.

3. Stakeholder Relationship Management:

• Foster strong relationships with internal stakeholders (such as sales, marketing, quality, legal and supply chain) to align service objectives with business goals.
• Engage with external partners, suppliers, and customers to enhance service delivery and resolve issues promptly.

4. Resource Allocation and Budget Management:

• Optimize resource allocation (including personnel, equipment, and technology) to maximize service effectiveness.
• Manage the service budget, ensuring cost efficiency while maintaining service excellence.

5. Continuous Improvement Initiatives:

• Lead process improvement efforts to enhance service delivery, streamline workflows, and reduce response times.
• Encourage a culture of innovation and continuous learning within the service team.

6. Risk Mitigation and Compliance:

• Identify potential risks related to service operations and implement mitigation strategies.
• Ensure compliance with industry regulations, safety standards, and company policies.

7. Talent Development and Team Building:

• Mentor and develop service staff, providing training and growth opportunities.
• Foster a collaborative and motivated team environment.

8. Customer Experience Enhancement:

• Implement customer-centric practices, such as personalized service, feedback loops, and proactive problem-solving.
• Monitor customer feedback and address any service gaps promptly.

Organizational Structure

• Direct Reporting Line: LATAM Supply Chain Director.

• Functional Reporting Line: Global Capital Equipment Operational Excellence organization.

• Functional Leadership: All Capital Equipment Product Associates (CEPA) and Field Service Engineers (FSE) across LATAM through a dotted-line reporting relationship.

• Partnered with the CE Commercial Excellence team to develop and implement Expert Care initiatives, helping improve customer experience and commercial performance.

• Accountable for regional alignment on operational excellence initiatives, technical service standards, capability development, performance management, and customer experience objectives.

Key Qualifications

• Bachelor’s or Master’s degree in Engineering, Operations Management, Supply Chain, or related discipline.

• Solid experience in capital equipment service, technical operations, operational excellence, or leadership roles.

• Experience leading regional and cross-functional initiatives.

• Lean, Six Sigma, or continuous improvement expertise preferred.

• Strong stakeholder management and communication skills

• Fluent in Portuguese, Spanish, and English, with the ability to communicate effectively across diverse international stakeholders

Requisition ID: 630518

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