Product Quality Representative - 2nd Shift

Baxter Healthcare; Raleigh (NC); Remote; USD 60,000 - 83,000; Full time

Job summary

Join a leading healthcare company as a Technical Support Specialist in Raleigh, NC. This full-time remote role involves providing exceptional support and troubleshooting for Care Communications, ensuring customer satisfaction, and driving quality improvements. Ideal candidates will have technical troubleshooting experience and a focus on delivering excellent customer service. Enjoy comprehensive benefits and a competitive salary range of $60,000 to $82,500 annually.

Benefits

Medical and Dental Coverage

401(k) Retirement Savings Plan

Employee Stock Purchase Plan

Paid Time Off

Flexible Spending Accounts

Qualifications

• 1+ years technical troubleshooting experience in a remote environment.
• Prior experience with remote technical troubleshooting, including networking.

Responsibilities

• Provide remote troubleshooting to solve customer and patient issues.
• Drive quality improvement through accurate case documentation.

Skills

Technical Troubleshooting

Customer Experience

Communication

Education

Associates degree in IT

Tools

MS Office

AutoCAD

Visio

Job description

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!

Deliver best-in-class, seamless, consistent 24x7 Technical Support for Care Communications. Solve our customer and patient issues through remote troubleshooting capabilities. Drive quality by capturing issues and resolution. Be an active member of a highly effective team passionate about demonstrating institutional frameworks to ensure consistent support for current and future business needs. Understand and embrace Care Communications and Baxter strategy to drive long-term business impact.

This is a full-time, second shift position with the hours of operation from 1pm to 10pm, Monday through Friday. Occasional holiday and weekend rotation is required. This is a remote role based in Raleigh, North Carolina.

What You'll Be Doing:

• Provide remote troubleshooting to solve our customer and patient issues.
• Remain calm under pressure during fast paced situations.
• Build an excellent customer and patient experience, with a focus on driving customer issues to resolution in a timely manner through remote troubleshooting, by providing clear action plans, frequent customer and case updates, knowledge sharing and learning to solve new problems, and willingness to help others to succeed together.
• Focus on achieving team and individual KPI’s to maintain an excellent customer and employee experience.
• Drive quality improvement through accurate case documentation of the issue and resolution, to ensure federal regulatory requirements are met, and to drive future improvements through Research & Development.
• Request support for critical issues as needed, with peer team members, leadership, and other organizations such as Research & Development.
• Complete customer requests such as Parts replacement, case build needs through alternate workflows (email, customer portal, etc.), provide support for team-focused work execution, quality focus, and other team-wide needs, where applicable.
• Quickly develop rapport with customer, Account teams, internal teams through remote and face-to-face interaction.
• Be a part of a team to maintain a culture of “One Team” across Care Communications Tech Support and across Baxter.
• Participate in regular 1:1’s with manager, weekly team meetings, career conversations, team-building events, and skip level meetings with senior leadership, for effective bi-directional communication and feedback loops.
• Make decisions on the spot with customer, remaining within the confines of standard Tech Support and company policy and process. Make decisions to know when to advance and ask for mentorship from leadership and peers, with a focus on doing what’s right for the patient, customer, employee, and business, always keeping quality and safety at the forefront.
• Participate in rotating shift schedules during weekdays and weekends, as needed, based on business needs, to ensure 24x7 coverage for our customers.
• Create and maintain strong working relationships with peer teams across Care Communications. Provide ideas and gaps to leadership for potential process improvement internally as well as with customer engagements, tools, processes, etc.
• Drive a closed loop mentality for everything you do.
• Complete standardized training plans outlined in discussions with your manager.
• Discuss and complete career goals through ACE. This includes identifying areas for training, certifications, career path opportunities, mentoring new hires, job shadowing, etc.
• Accept adoption and alignment to standard tools, process, and team, to ensure an ongoing, sustainable, consistent experience for our customers, patients, and employees.
• Participate in group and company-wide meetings, trainings, communications, etc. to understand and adopt the Care Communications and Baxter strategy.

What You'll Bring:

• 1+ years technical troubleshooting experience in a remote environment
• Prior experience with remote technical troubleshooting, including networking and server troubleshooting
• Associates degree or equivalent work experience in an IT, computer, technical related field
• Certifications or equivalent work experience which demonstrate knowledge of networking - Certifications desired: A+, N+, MCP, MCSA, CCNA, Azure, etc.
• Excellent computer skills and experience with remote services, MS Office, AutoCAD, Visio, etc.
• Experience or knowledge in: Server Management , Wiring/Cabling, MS Remote Desktop, Javascript/Powershell, IT Maintenance , System Construction, Citrix, MS Server 2012/2016
• Installed, maintained, and repaired IT equipment (routers, switches, firewalls, phones, printers, CCTV, alarm systems, servers, WLAN equipment and workstations, etc.)
• Cisco Networking Product knowledge
• Cisco Security Products and Solutions: Firepower Next-Generation Firewalls (NGFW), AnyConnect Secure Mobility Client Virtual Private Network (VPN), Advanced Malware Protection (AMP) for Endpoints
• Cisco Meraki Wireless Access Points (APs) and Switches
• Cisco Business Edition (BE) 6000 VoIP/SIP telephone systems
• Barracuda Networks Load Balancers, Backups, Spam & Virus Firewalls
• Overhauling telephony system to the Cisco BE 4000
• Configured, deployed, and supported Cisco Adaptive Security Appliances (ASAs)
• Extensive troubleshooting with Microsoft Active Directory (AD) and Windows Servers
• Experience in healthcare field desirable
• Excellent communication skills (oral and written)
• Ability to adjust communication style and message based on the audience (CSE team member, customer, Account team executive, CNO, CIO, etc.)
• Focus on quality, process, standardization

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

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 $60,000.00 to $82,500.00 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.

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.

1501 Nowell Rd|Raleigh, NC 27607|United States of America