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

In this role as a Specialist, Technical Support, you will deliver 24x7 Technical Support for Care Communications and resolve our customer and patient issues through remote troubleshooting capabilities. You will drive quality by capturing issues, determining resolutions and embracing Care Communications and Baxter's strategy to drive long-term business impact.

Your Team

You will be an active member of a highly effective team focused on leveraging institutional frameworks to ensure consistent support for current and future business needs.

Baxter offers a great benefits package including Healthcare Insurance, 401K, Paid Time Off, Parental Leave, and Employee Stock Purchase Plan.

What you'll be doing

• Provide remote troubleshooting to solve our customer and patient issues.

• Create an excellent customer and patient experience, with a focus on driving customer issues to resolution in a timely manner by providing clear action plans, frequent customer and case updates, knowledge sharing and learning to tackle new problems, with a 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 issues as needed, with peer team members, leadership, and other organizations such as Research & Development.

• Complete customer requests such as Parts replacement, case create 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.

• Make decisions on the spot with customers, remaining within the confines of standard Tech Support and company policy and process. Know when to escalate and ask for guidance 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.

• 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.

• Participate in recruiting, interview panels, mentoring new hires as applicable.

• Complete standardized training plans outlined in discussions with your manager.

What you'll bring

• Associates degree or 5 years of work experience in an IT, computer, technical related field.

• Prior experience with remote technical troubleshooting, including networking and server troubleshooting, required.

• Ability to participate in rotating shift schedules during weekdays and weekends, as needed, based on business needs, to ensure 24x7 coverage for our customers, required.

• 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.

• Experience installing, maintaining, and repairing IT equipment (routers, switches, firewalls, phones, printers, CCTV, alarm systems, servers, WLAN equipment and workstations, etc.).

• Cisco Networking Product knowledge.

• Experience in healthcare field desirable.

• Ability to adjust communication style and message based on the audience (CSE team member, customer, Account team executive, CNO, CIO, etc.)

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 $56,000 - $77,000 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.

The successful candidate for this job may be required to verify that he or she has been vaccinated against COVID-19, subject to reasonable accommodations for individuals with medical conditions or religious beliefs that prevent vaccination, and in accordance with applicable law.

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.

EEO is the Law EEO is the law - Poster Supplement 
Pay Transparency Policy

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.