Technical Support Specialist - Batesville, IN

Your role at Baxter

• The lead coordinator provides technical expertise including information regarding mechanical and electrical troubleshooting, and complaint processing and resolution.
• These interactions will drive from customers, field service representatives, and other Hill-Rom employees via telephone, internet, and email in a technical support help desk environment.
• This is where your troubleshooting experience will resolve customer problems and reduce inefficiencies!
• Are you motivated by our mission of saving and sustaining lives?

This is a full-time, Hybrid position where the candidate would report to the Batesville, IN office.

8-hour

The candidate will be conducting an 8 hour shift between the working hours of 8AM - 6PM, Monday - Friday. Potential on-call rotation may occur.

What you'll be doing

• Provide technical troubleshooting, technical information, and determine the necessary technical requirements for our internal and external customers interactions. Interactions include but are not limited to complaints and all service-related activities.
• Document and manage all capital customer interactions via Hill-Rom’s approved Contact Management System, per FDA guidelines. Documentation includes creation, updates, and follow-up via calling customers for final resolution and customer satisfaction pertaining to their initial contact.
• Document and manage all capital field service work order requests via Hill-Rom’s approved Contact Management System, per FDA guidelines.
• Document and manage all service parts orders via Hill-Rom’s approved Order Management System. Service order management includes creation, order fulfillment, sales order queries, and delivery confirmation.
• Document and manage all engineering part return for analysis requests via Hill-Rom’s approved Order Management System. Service part return for analysis includes reviewing the parts for analysis engineering list, creation, and customer compliance to return parts.
• Make decisions based on good sound reasoning that match Baxter’s Mission, Vision, and Core Values and Baxter’s Quality Policy
• Provide technical expertise to the Service Logistics, Marketing, Sales, and Engineering Teams. Technical expertise includes but not limited to new product development, new product releases, product upgrades, product modification projects, and document reviews.

What you'll bring

• A form of secondary education, equivalent military experience, or two years minimum experience in electrical and mechanical troubleshooting of medical devices is required.
• Previous customer service or help desk experience is required.
• Strong written and verbal communication skills required.
• Ability to read, analyze, and interpret technical service manuals, technical bulletins, blueprints, and electrical schematic diagrams.
• Ability to use tools vital for troubleshooting: voltmeter, manometer, and basic hand tools.

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 employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $56,000 to $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.