Lead Rep, Technical Support

This is where you save and sustain lives

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You’ll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients. 

Baxter’s products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work. 

Join us at the intersection of saving and sustaining lives— where your purpose accelerates our mission. 

JOB SUMMARY:

Working from our Baxter Skaneateles Falls office, you will work to enhance the quality of the technical support interaction with our customers.

· Deliver best-in-class, seamless, consistent Technical Support for Front Line Care. Solve our customer and patient issues through remote troubleshooting capabilities. Drive quality by capturing issues and resolution. Be an active member of a highly effective team focused on leveraging institutional frameworks to ensure consistent support for current and future business needs. Understand and embrace the Technical Support Department and Baxter strategy to drive long-term business impact.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Provide remote troubleshooting to solve our customer and patient issues.

· Remain calm during high-pressure situations and execute sound judgement.

· Create an excellent customer and patient experience, with a focus on driving customer issues to resolution in a timely manner through remote troubleshooting, by providing clear action plans, frequent customer and case updates, knowledge sharing and learning to solve new problems, and willingness to help others succeed.

· Focus on achieving team and individual KPI’s to maintain an excellent customer and employee experience.

· Drive quality improvement through accurate case documentation of the issue and resolution, to ensure federal regulatory requirements are met, and to drive future improvements through Research & Development.

· Request support for escalations as needed, with peer team members, leadership, and other organizations such as Research & Development.

· Execute on customer requests such as Parts replacement, case create needs through alternate workflows (email, customer portal, etc.), provide support for team-focused work execution, quality focus, and other team-wide needs, where applicable.

· Quickly develop rapport with customer, Account teams, internal teams through remote and face-to-face interaction.

· Participate in regular 1:1’s with manager, weekly team meetings, career conversations, team-building events, and skip level meetings with senior leadership, for effective bi-directional communication and feedback loops.

· Make decisions on the spot with customer, remaining within the confines of standard Tech Support and company policy and process. Show good judgement, knowing when to escalate and ask for guidance from leadership and peers, with a focus on doing what’s right for the patient, customer, employee, and business, while always keeping quality and safety at the forefront.

· Create and maintain strong working relationships with peer teams across the department by sharing ideas and supporting one another. Provide ideas and gaps to leadership for potential process improvement internally as well as with customer engagements, tools, processes, etc.

· Participate in recruiting, interview panels, mentoring new hires when applicable.

· Drive a closed loop mentality for everything you do.

· Execute on standardized training plans outlined in discussions with your manager.

· Participate in the development of your career goals through the Ace-Check-In process. This includes identifying areas for training, certifications, career path opportunities, mentoring new hires, job shadowing, etc.

· Embrace adoption and adherence to standard tools, process, and team, to ensure an ongoing, sustainable, consistent experience for our customers, patients, and employees.

· Participate in group and company-wide meetings, trainings, communications, etc. to understand and embrace the Care Communications and Baxter strategy.

EDUCATION AND EXPERIENCE:

· Prior experience with remote technical troubleshooting, including networking and server troubleshooting.

· Associates degree or equivalent work experience in an IT, computer, technical related field

· Certifications or equivalent work experience which demonstrate knowledge of networking

o One or more of the certifications desired: A+, N+, MCP, MCSA, CCNA, Azure, etc.

· Excellent computer skills and experience with remote services, MS Office, SAP etc.

· Experience installing and troubleshooting computer hardware and software systems.

· Demonstrated track record of troubleshooting the impacts of Microsoft OS, AD and MS Server ecosystems, to include failures with hardware, software systems, firewalls, printing, networking and security.

· Experience or knowledge in:

o EMR integrations - Mirth, HL7, DICOM, APIs, FHIR, Corepoint

o Server Management

o Wiring/Cabling and WIFI protocols

o Secure remote service tools

o IT Maintenance

o Citrix

o MS Server 2012/2016

o Installed, maintained, and repaired IT equipment (routers, switches, firewalls, phones, printers, CCTV, alarm systems, servers, WLAN equipment and workstations, etc.)

o Cisco Networking Product knowledge

o Extensive troubleshooting with Microsoft Active Directory (AD) and Windows Servers

This position is for 8a.m. to 4:30 p.m. EST

US Benefits at Baxter (except for Puerto Rico)

This is where your well-being matters. Baxter offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical and dental coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance. Financial and retirement benefits include the Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount, and the 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching. We also offer Flexible Spending Accounts, educational assistance programs, and time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our employees. For additional information regarding Baxter US Benefits, please speak with your recruiter or visit our Benefits site: Benefits | Baxter

Equal Employment Opportunity

Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Know Your Rights: Workplace Discrimination is Illegal

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information.

Recruitment Fraud Notice

Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.