Job Description: Technical Support Specialist

Position Overview

At Baxter, we are deeply connected by our mission to save and sustain lives. Our work positively impacts people worldwide, providing a sense of purpose as we improve 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. We strive to create a collaborative environment where employees are happy, successful, and inspire each other.

Your Role at Baxter

This role focuses on building trust to achieve results by delivering best-in-class, seamless, and consistent 24x7 Technical Support for Care Communications. You will solve customer and patient issues through remote troubleshooting, driving quality by capturing issues and resolutions. As an active member of a highly effective team, you will demonstrate institutional frameworks to ensure consistent support for current and future business needs, understanding and embracing Care Communications and Baxter strategy to drive long-term business impact.

Employment Type

• Full-time

Location Type

• Remote

Schedule

• Hours: 1:00 PM - 10:00 PM, Monday through Friday
• Additional Requirements: Occasional holiday and weekend rotation is required.

Location

• Raleigh, North Carolina

What You'll Be Doing

• Provide remote troubleshooting to solve customer and patient issues.
• Remain calm under pressure during fast-paced situations.
• Build an excellent customer and patient experience by:
  • Driving customer issues to resolution in a timely manner through remote troubleshooting.
  • Providing clear action plans and frequent customer/case updates.
  • Sharing knowledge and learning to solve new problems.
  • Demonstrating a willingness to help others succeed together.
• Focus on achieving team and individual KPIs to maintain an excellent customer and employee experience.
• Drive quality improvement through accurate case documentation of issues and resolutions to:
  • Ensure federal regulatory requirements are met.
  • Drive future improvements through Research & Development.
• Request support for critical issues from peer team members, leadership, and other organizations (e.g., Research & Development).
• Complete customer requests such as parts replacement and case build 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 customers, account teams, and internal teams through remote and face-to-face interaction.
• Participate in maintaining a culture of "One Team" across Care Communications Tech Support and Baxter.
• Participate in regular 1:1s with your 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 on-the-spot decisions with customers, remaining within the confines of standard Tech Support and company policy and process.
• Make decisions on when to advance and ask for mentorship from leadership and peers, focusing on doing what’s right for the patient, customer, employee, and business, always keeping quality and safety at the forefront.
• Participate in rotating shift schedules during weekdays and weekends, as needed, based on business needs, to ensure 24x7 coverage for our customers.
• Create and maintain strong working relationships with peer teams across Care Communications.
• Provide ideas and identify gaps to leadership for potential process improvements internally and with customer engagements, tools, and processes.
• Drive a closed-loop mentality for all tasks and responsibilities.

Requirements

• (Specific requirements not provided in the original text)

Application Instructions

• (Specific application instructions not provided in the original text)

Company Information

Baxter is a global leader in medical devices and healthcare solutions, dedicated to saving and sustaining lives. With a rich history of innovation spanning over 85 years, Baxter's products and therapies are utilized in hospitals, clinics, and homes worldwide. We foster a culture of collaboration, purpose, and continuous improvement.