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Digital Connectivity Services Technology Specialist

Req #: 1800022A_en
Location: Round Lake, IL US
Job Category: Information Technology
Date Posted: 1/25/2018 7:09:34 PM
Baxter International


About Baxter
Baxter provides a broad portfolio of essential renal and hospital products, including home, acute and in-center dialysis; sterile IV solutions; infusion systems and devices; parenteral nutrition; surgery products and anesthetics; and pharmacy automation, software and services. The company’s global footprint and the critical nature of its products and services play a key role in expanding access to healthcare in emerging and developed countries. Baxter’s employees worldwide are building upon the company’s rich heritage of medical breakthroughs to advance the next generation of healthcare innovations that enable patient care.
About Global Services
Our organization strives to deliver an unsurpassed value driven experience that makes Baxter an essential service solutions provider for our customers. Every day we are focused on providing quality service that enables our customers to focus on what matters; patient care. Baxter is well positioned to be the best service provider for our customers due to the depth of our product knowledge, years of service expertise, commitment to product serviceability and continued focus on operational excellence.
The Digital Connectivity Services team is a growing part of the Global Services organization who focus is on the delivery of technology solutions which enable medical devices and clinical information systems to exchange data.  The team works to establish the mechanisms and delivery methods which furthers the value of delivered solutions by ensuring the optimal customer experience is achieved through a solutions lifecycle.
Position Overview
The Service Technology Engineer (STE) will work with Service leadership, internal business partners, contact centers, other system engineers and 3rd party or internal developers to develop or implement service solutions.  Service solutions can take the form of new software tools, enhanced business processes, advanced incident resolutions or an approved solution article.  The STE is focused on providing resolutions to escalated technology incidents which are re-usable and sustainable and enable the restoration of acceptable operating conditions at a customer location.  The STE is considered an expert within a given technology area such as IT infrastructure components or application software support.
Critical Responsibilities
  • Conduct a regular review of escalated service requests to identify common causes or process improvements
  • Participates in the resolution of escalated customer related service requests
  • Engages customers verbally or through written email communication to gather further information and to determine severity of impact of escalated service requests
  • Maintains a sense of urgency in the resolution of escalated service requests
  • Engage 3rd party providers as needed to collaborate on the resolution of customer site issues
  • Ensure that proper documentation has been completed as part of the resolution process for an escalated service request
  • Provide recommendations on technologies or adoption of existing technologies to meet the objectives of a service
  • Develop and rollout enhanced troubleshooting techniques or tools which help to meet and exceed written service level requirements or agreements
  • Continuously looks for ways to improve the services through structured change management process (Continuous Improvement)
    In Addition
  • Authors content related to the development of product validation protocols as required by process standards
  • Contributes to the authoring process for service plans and strategies
  • Verifies the services meet the needs of the customer (Testing and Evaluation)
  • Coordinates with the Service Delivery Manager on known issues that affect the customer base and to help resolve escalated incidents
  • Other related tasks as assigned
Key Qualifications
  • Previous employment or consultative engagement with a Managed Service Provider (MSP) is desired.
  • Experience with Service Management tools such as Service Now, Peregrine, HP Tools suite including Problem Management, Configuration Management, Project Portfolio Management
  • Solid understanding of network security architecture and its impact on connected devices.
  • Solid experience with Windows and Linux server configuration, virtualization and deployment
  • 5+ years as a Technology Engineer or similar role developing, documenting and supporting IT services around infrastructure or application operations technologies.
  • ITIL Foundations Certified (v3) preferred
  • Excellent verbal and written communications skills
  • Excellent organization and customer services skills
  • 25% travel is possible to customer locations throughout the United States as needed.
  • Experience with scripting tools such as Vbscript(VBS), WindowsScriptingHost (WSH), Javascript, or Windows PowerShell Scripts a plus
A Career That Matters
Baxter’s employees are united in a mission to save and sustain lives. We are passionate about applying scientific innovation to meet the needs of the millions of people worldwide who depend on our medically necessary therapies and technologies. We focus on increasing access to healthcare, innovating in crucial areas of unmet need, and pursuing creative collaborations that bring our mission to life for patients every day.



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.

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Reasonable Accommodations
Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an e-mail to Americas_TTA@baxter.com and let us know the nature of your request along with your contact information.

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