Product Quality Representative

JOB SUMMARY:  

• Deliver best-in-class, seamless, consistent 24x7 Technical Support for Care Communications.  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 Care Communications and Baxterstrategy to drive long-term business impact.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

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

• Remain calm under pressure during high-pressure situations.

• 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 to succeed together. 

• 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.

• Executeoncustomer 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.

• Be a part of a team to maintain a culture of “One Team” across Care Communications Tech Support and across Baxter. 

• 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. Make decisions to know 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, 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 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 as applicable. 

• Drive a closed loop mentality for everything you do.

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

• Discuss and complete career goals through ACE. 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

• Certifications desired: A+, N+, MCP, MCSA, CCNA, Azure, etc.

• Excellent computer skills and experience with remote services, MS Office, AutoCAD, Visio, etc.

• Experience or knowledge in:

• Server Management  

• Wiring/Cabling 

• MS Remote Desktop 

• Javascript/Powershell

• IT Maintenance 

• System Construction 

• Citrix 

• MS Server 2012/2016 

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

• Cisco Networking Product knowledge

• Cisco Security Products and Solutions: Firepower Next-Generation Firewalls (NGFW), AnyConnect Secure Mobility Client Virtual Private Network (VPN), Advanced Malware Protection (AMP) for Endpoints

• Cisco Meraki Wireless Access Points (APs) and Switches

• Cisco Business Edition (BE) 6000 VoIP/SIP telephone systems

• Barracuda Networks Load Balancers, Backups, Spam & Virus Firewalls

• Overhauling telephony system to the Cisco BE 4000

• Configured, deployed, and supported Cisco Adaptive Security Appliances (ASAs)

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

• 1-3 years technical troubleshooting experience in a remote environment

• Experience in healthcare field desirable

QUALIFICATIONS AND SKILLS:

• Ability to work well under pressure

• Excellent communication skills (oral and written)

• Ability to adjust communication style and message based on the audience (CSE team member, customer, Account team executive, CNO, CIO, etc.)

• Calm under pressure

• Focus on quality, process, standardization

• Ability to be flexible and agile

• Focus on doing what’s right for the customer, employee, business