About the position
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. 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.
Responsibilities
- 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.
Requirements
- 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.
Benefits
- Medical and dental coverage that start on day one.
- Insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance.
- Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount.
- 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching.
- Flexible Spending Accounts.
- Educational assistance programs.
- Paid holidays and paid time off ranging from 20 to 35 days based on length of service.
- Family and medical leaves of absence.
- Paid parental leave.
- Commuting benefits.
- Employee Discount Program.
- Employee Assistance Program (EAP).
- Childcare benefits.
