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 position based out of our Skaneateles Falls office, following a hybrid work model. The employee would be expected to work on-site at the office Tuesday through Thursday each week, with the option to work remotely on Mondays and Fridays. Standard hours of operation are 8am to 4:30pm.

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.

Baxter is committed to supporting the needs for flexibility in the workplace. We do so through our flexible workplace policy which includes a minimum of 3 days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our Mission.

Baxflex Does not apply to employees who work in manufacturing plants, distribution centers, Global Technical Services centers, and Renal Care Services (RCS) as they need to be onsite or with customers every day.

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 $82,500 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.