Rep II, Technical Support

THIS IS WHERE you build trust to achieve results!

Are you motivated by our mission of saving and sustaining lives?

Baxter is a $15B leading worldwide manufacturer and provider of medical technologies and related services for the health care industry, including patient support systems, safe mobility and handling solutions, non-invasive therapeutic products for a variety of acute and chronic medical conditions, medical equipment rentals, surgical products, and information technology solutions. Hill-Rom’s comprehensive product and service offerings are used by health care providers across the health care continuum and around the world in hospitals, extended care facilities and home care settings to improve the safety and quality of patient care.

This role directly supports Baxter's mission to save and sustain lives by providing technical knowledge to support customers experiencing software and hardware product issues.

• You'll work cross-functionally with Baxter employees and customers, including pharmacy personnel and IT professionals
• Provide support to distributors and end users for Welch Allyn Physical Exam products
• Through excellent verbal and/or written communications, you will provide troubleshooting steps to help identify and resolve customer issues

This is a full-time opportunity where the working hours would consist of 10 AM EST - 6:30 PM EST. The candidate would be local to Skaneateles, NY, and conduct a Hybrid type model, where they would report to the office Tuesday and Wednesday, and work from home Monday, Thursday, and Friday.

Baxter offers dental and medical insurance, paid time off, parental leave, and more!

What You'll Be Doing:

• Instructing customers on how to use hardware and software applications
• Recording and documenting all customer interactions and escalates issues as necessary
• Providing level 1 support via phone, chat, and email for new and existing customers. Additionally, updating work orders, completing checklists or call scripts, accessing portals and training, diagnosing problems, and more
• Following all Baxter Good Documentation Practices, adheres to training, and maintains compliance with data privacy laws including HIPAA and GDPR.
• Reacting quickly and remaining calm under pressure
• Reading electrical and pneumatic diagrams as well as sharing knowledge in any of the following areas: microprocessors, programmable controllers, electronics, circuit analysis, mechanics, sensor or feedback systems

What You'll Bring:

• High School Diploma or GED required
• 3+ years of experience; 2+ years in a customer focus role preferred
• Fluency in English
• Knowledge in Spanish desired
• Proficient keyboard and computer skills, including functional knowledge of Excel and MS Word, or equivalent spreadsheet and word processing applications
• Knowledge of SAP and similar order management and processing system
• Numerate and accurate, particularly in relation to data integrity
• Possess a positive attitude, sensitivity to customers’ needs, enthusiasm and exceptional telephone and listening skills
• Excellent analytical and process flow optimization skills allowing for basic trouble shooting

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 our employees, and we strive to be more transparent with our pay practices. To that end, this position has a base salary range of $51,200 to $74,000. 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.