Technical Support Product Specialist - 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 your support saves and sustains lives!

The Technical Support Product Specialist role is onsite out of the formerly Welch Allyn branded products facility located in beautiful upstate New York in a bedroom community outside of Syracuse, Skaneateles Falls.

As the Technical Support Product Specialist, you will work to improve the quality of the technical support interaction with our customers.

This is a full-time position with standard hours of Monday through Friday, 8am to 4:30pm. The role follows a hybrid work model, with an expectation to be onsite in Skaneateles Falls on Tuesdays, Wednesdays, and Thursdays, while allowing flexibility to work remotely on Mondays and Fridays.

What You'll Be Doing:

• Serve as a domain expert for all products within the assigned service line.
• Serve as the primary customer concern source for call center staff members.
• Ensure staff are adhering to quality guidelines by reviewing agent tickets.
• Develop recommendations for customers from a historical review of tickets/critical issues, combined with product knowledge expertise, and time in the role. Present recommendations to the customer to assist with service recovery and building brand dedication.
• Serve as a backup for product training (new hire and recurrent).
• Audit calls to ensure representatives are providing accurate information, adhering to quality guidelines, and working efficiently during the customer encounter.
• Build positive relationships with stakeholders across the company to drive positive business outcomes (marketing, field sales reps, product service).
• Coordinates, prioritizes, submits, and monitors all product enhancement requests for the product line.
• Stay up-to-date and aligned with Business Initiatives’ strategic goals and objectives.
• Load balance call and email queues.

Other Responsibilites:

On occasion, this position will take queue calls on issues such as:

• Technical troubleshooting – break/fix
• Customer concerns 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 fields, or equivalent relevant professional experience (5+ years)
• Experience with application architecture, system integrations, data validation, and reporting
• Experience working with in 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
• Proven problem-solving and time-management skills
• Phenomenal social skills
• Excellent written and verbal communication skills
• Ability to read, analyze, and interpret technical service manuals and technical bulletins.

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 $62,000 to $82,500 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.

US Benefits at Baxter (except for Puerto Rico)

This is where your well-being matters. Baxter offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical and dental coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance. Financial and retirement benefits include the Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount, and the 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching. We also offer Flexible Spending Accounts, educational assistance programs, and time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our employees. For additional information regarding Baxter US Benefits, please speak with your recruiter or visit our Benefits site: Benefits | Baxter

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.

Know Your Rights: Workplace Discrimination is Illegal

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.