Product Quality Representative - 2nd Shift

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. Youll feel a sense of purpose throughout the organization as we know our work improves outcomes for millions of patients.

Baxters 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 bestinclass 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 longterm business impact.

This is a fulltime 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 Youll 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 KPIs 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 teamfocused work execution quality focus and other teamwide needs where applicable.
• Quickly develop rapport with customer Account teams internal teams through remote and facetoface 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 1:1s with manager weekly team meetings career conversations teambuilding events and skip level meetings with senior leadership for effective bidirectional 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 whats 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 companywide meetings trainings communications etc. to understand and adopt the Care Communications and Baxter strategy.

What Youll 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 NextGeneration 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 $60000.00 to $82500.00 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 wellbeing matters. Baxter offers comprehensive compensation and benefits packages for eligible roles. Our health and wellbeing benefits include medical and dental coverage that start on day one as well as insurance coverage for basic life accident shortterm and longterm 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 timeoff 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 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.