Technology Support Manager, Customer Experience (Bardy Diagnostics) Houston, Texas

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. 

Your role at Baxter

THIS IS WHERE you build trust to achieve results

Bardy Diagnostics, a Baxter International company, is strengthening a team of passionate people who are dedicated to making a difference in advancing patient care in the cardiac monitoring space. Currently, we are looking for a Technology Support Manager to join our Customer Experience in Houston, Texas who is passionate about digital health and helping cardiac patients via our innovative remote-monitoring body sensor technologies.

The main duties include training, technical troubleshooting, reporting and data analysis, logging and resolving tickets in the system, assisting with cross-departmental business, resource and coverage planning, budget analysis, and managing relationships with clients and internal partners. This role will also be involved in the internal development, testing, and implementation of new products and services.

#ThisIsWhere you will lead a team to save and sustain lives.

Your team

• At Baxter, we are deeply connected by our mission. For over 85 years, we have pioneered significant medical innovations that transform healthcare. We create a place where we are happy, successful and inspire each other.

• Baxter offers a phenomenal benefits package including Healthcare Insurance, 401K Match, Paid Time Off, Yearly Bonus and Merit increases.

What you'll be doing

• Follow detailed procedures for all activities related to the Bardy Diagnostics Quality System.

• Lead and build a team of Technology Support Supervisors and Technology Support Specialists providing 24/7 customer care.

• Lead the Technology Support Specialist team that answers all incoming calls and emails.

• Measure and analyze customer feedback, interpret the analysis for employees, and implement strategies and programs to continuously improve the results.

• Craft and promote effective tech support and customer service strategies and collaborate with other key leaders of the organization to employ successful tactics for ongoing customer dedication.

• Opportunity to have hands-on involvement in the development of new products and services, including evaluating and implementing technology and application needs.

• Works to achieve the Technology Support team's quality and efficiency goals.

• Document all customer calls or correspondences in company systems as appropriate.

What you'll bring

• Bachelor’s degree in information science, Computer Science, Engineering, Business Administration, or relevant field is required.

• Minimum two (2) years of management experience.

• Current expectations are that this role would provide on-site coverage for our second shift - 10:30am-7:00pm.

• Expectations include providing on-site coverage as needed to support 24/7 customer care model.

• Previous experience developing, analyzing, interpreting, presenting, and adjusting strategies to align with data and company goals.

• Excellent multitasking, organizational, computer and interpersonal skills.

• Medical industry experience highly preferred.

We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all our employees, and we strive to be more transparent with our pay practices. To that end, this position has a base salary range of $80,000 to $120,000 plus an annual incentive bonus. The above range represents the expected base salary range for this position. The actual salary may vary based upon several factors including, but not limited to, relevant skills/experience, time in the role, business line, and geographic/office location.

#LI-BB2

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.

EEO is the Law 
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Pay Transparency Policy

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.

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