Lead Rep, Technical Support - Skaneateles Falls, NY

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!

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

This is a full-time hybrid position where the candidate would report to the Skaneateles office on Tuesday, Wednesday, and Thursday and work from home on Monday and Friday. The working hours are 10:00AM EST - 6:30PM EST.

What You'll Be Doing:

• Serve as a subject matter expert for all products within assigned service line
• Serve as the primary escalation source for call center staff members
• Audit calls to ensure representatives are providing accurate information, adhering to quality guidelines, and are working efficiently during the customer encounter
• Load balance call and email queues Develop recommendations for customers from a historical review of tickets/escalations, combined with product knowledge expertise, and time in the role
• Present recommendations to the customer to assist with service recovery and building brand loyalty. Serve as a backup for product training (new hire and recurrent)
• Coordinate off-hour support needs and serve as the evening manager-on-duty (requires rotating start times)
• Coordinates, prioritizes, and monitors all product escalations, and trends data to identify potential problems within the product line
• On occasion, this position will take queue calls on issues such as:Technical troubleshooting – break/fix
• Escalations and Field Service issues
• Warranty replacement
• Order entry
• General product inquiries (technical and functional)

What You'll Bring:

• BS degree in Computer Science, or related field, or equivalent relevant professional experience (5+ years)
• Experience with application architecture, system integrations, data validation, and reporting
• Experience working within one of the following product portfolios: diagnostic cardiology (ECG or Stress), physiological monitoring, or vision screening and blood pressure devices
• Experience in Supporting 24x7 mission critical applications
• Solid problem solving and time management skills
• Strong PC skills, including experience with MS Office (Excel, Word, Visio, PowerPoint)
• Great interpersonal skills
• Excellent written and verbal communication skills
• Ability to read, analyze, and interpret technical service manuals and technical bulletins
• Knowledge in Spanish desired

Baxter is committed to supporting the needs for flexibility in the workplace. We do so through our flexible workplace policy which includes a required minimum number of days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our Mission. The flexible workplace policy is subject to local laws and legal requirements. At its discretion, Baxter may decide to adjust, suspend, or discontinue as business needs change.

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 employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $60,000 to $82,000 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview.

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 
EEO is the law - Poster Supplement
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.

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.