TECHNICAL SUPPORT SPECIALIST - US Residence based position

Bayer; Shreveport (LA); Remote; USD 67,000 - 102,000; Full time

Job summary

A global leader in health and agriculture is seeking a Technical Support Specialist to offer remote technical assistance for its products. The role involves improving customer satisfaction through effective communication, training new team members, and maintaining compliance standards. Ideal candidates will have relevant technical support experience and strong problem-solving abilities. The position offers competitive salary and benefits in a dynamic work environment.

Benefits

Health care

Vision

Dental

Retirement

PTO

Sick leave

Qualifications

• 5+ years in a technical support role with a High School diploma; 2+ years with an Associate's degree; 1+ year with a Bachelor's degree.
• Ability to read and interpret technical manuals.
• Strong verbal and written communication skills.

Responsibilities

• Provide in-depth technical support to customers for Bayer products.
• Document and communicate new procedures that meet standards.
• Coach and mentor new team members.

Skills

Technical support experience

Customer relationship management

Microsoft Office proficiency

Education

High School diploma / GED

Associate's degree

Bachelor's degree

Tools

ServiceMax

ThingWorx

Job description

At Bayer we're visionaries, driven to solve the world's toughest challenges and striving for a world where 'Health for all Hunger for none' is no longer a dream, but a real possibility. We're doing it with energy, curiosity and sheer dedication, always learning from unique perspectives of those around us, expanding our thinking, growing our capabilities and redefining 'impossible'. There are so many reasons to join us. If you're hungry to build a varied and meaningful career in a community of brilliant and diverse minds to make a real difference, there's only one choice.

Overview

TECHNICAL SUPPORT SPECIALIST - US Residence based position

The purpose of the Technical Support Specialist is to provide enhanced in-depth remote technical support to internal and external customers for Bayer products (including device and software) while driving improvements in response time, first time fix rates, productivity and overall customer satisfaction. This position sits under the Bayer Customer Response Squad and will be responsible to develop, document and communicate new procedures and processes that meet industry compliance, regulatory and customer standards. This position supports service initiatives for remote connectivity and operational efficiencies to meet productivity, quality and business objectives along with support of the PCU program to enhance biomed partnerships and provides operational efficiencies to TAC. In addition, the incumbent will maintain technical certification and stay up to date with current service process procedures / policies to provide field service or TAC support in accordance with business needs.

The shift for this Residence role is a rotating 8 hr. shift M-F with start times as early as 6am EST and shift end times as late at 11pm EST along with a rotating weekend shift (S/S) from 7:30am-3:30pm EST. OT as required.

Responsibilities

• Provides in-depth technical phone and email support to internal and external customers for Bayer products, including software and device applications, while driving improvements in response time, first time fix rates, productivity and overall customer satisfaction.
• Performs high quality service during customer technical service requests, internal team projects, and process improvement activities. Completes all service requests, ServiceMax cases and work orders, performance field dispatch and supports customer implementation requests in a timely manner. Works with teammates to make sure the team has all tools, equipment, and parts necessary to get the job done.
• Provides install and post install support as requested for all existing and future Bayer software offerings and entitlements.
• Assists in coaching and mentoring of new members of the team in their technical capacities.
• Supports software upgrades and other vulnerability mitigation processes as needed.
• Administers systems, including portal rights, self-service licensing and device access keys so that both internal and external customers have timely access to needed software.
• Assist in developing, documenting, and communicating new procedures and processes that meet industry compliance, regulatory and customer standards.
• Builds strong relationships across multiple organizations including marketing, new product development, sales and operational excellence.
• Contributes towards creating a motivational, performance/results-oriented team with a self-organized work environment and a teamwork-oriented atmosphere.

Qualifications

• Required Qualifications
• High School diploma / GED with 5 years of applicable experience in a technical support role (helpdesk or call center) or an Associate's degree with 2 years of experience or a Bachelor's degree with 1 year of experience.
• Ability to read and interpret technical manuals and schematics.
• Ability to work in a fast-paced, self-directed environment; strong verbal and written competencies; flexibility and good judgment.
• Ability to prioritize workload and small group tasks to ensure customer satisfaction and team efficiency.
• Proficiency in Microsoft Office product suite.
• Strong customer relationship focus with ability to deescalate concerns and provide direction without direct authority.
• Preferred Qualifications
• Knowledge of Bayer's Radiology business & product suite.
• Proficiency with tools such as ServiceMax, ThingWorx and KB systems; prior troubleshooting experience with Bayer products including Certegra.
• Current software knowledge and troubleshooting capabilities.

Compensation and Benefits

Employees can expect a salary between $67,341.00 to $101,011.00. Additional compensation may include a bonus or commission (if relevant). Benefits include health care, vision, dental, retirement, PTO, sick leave, etc. This range is an estimate and may vary based on location, market data, skills, degrees, and experience.

This posting will be available for application until at least 9-2-25.

Your Application

Bayer offers competitive compensation and benefits programs. If you meet the requirements and want to impact our mission, we encourage you to apply now.

To all recruitment agencies: Bayer does not accept unsolicited third party resumes.

Bayer is an Equal Opportunity Employer / Disabled / Veterans

Bayer is committed to providing access and reasonable accommodations in its application process for individuals with disabilities and encourages applicants to request accommodations as needed.

Bayer is an E-Verify Employer.

Location

Location options include multiple United States locations and Residence Based opportunities.

Reference Code: 851858

Contact Us

Email : [e-mail]