Bayer
TECHNICAL SUPPORT SPECIALIST - US Residence based position
Bayer, Boston, Massachusetts, us, 02298
Overview
At Bayer were visionaries, driven to solve the worlds toughest challenges and strive for a world where health for all, hunger for none is a real possibility. Were building a varied and meaningful career in a community of brilliant and diverse minds to make a real difference. Position:
Technical Support Specialist - US Residence based position Purpose
The Technical Support Specialist provides enhanced in-depth remote technical support to internal and external customers for Bayer products (including device and software). The role aims to improve response time, first time fix rates, productivity and overall customer satisfaction. This position sits under the Bayer Customer Response Squad and develops, documents and communicates new procedures and processes that meet industry compliance, regulatory and customer standards. It supports service initiatives for remote connectivity and operational efficiencies to meet productivity, quality and business objectives, supports the PCU program to enhance biomed partnerships, and provides operational efficiencies to TAC. The incumbent maintains technical certification and stays up to date with current service process procedures/policies to provide field service or TAC support as needed. The shift for this Residence role is a rotating 8-hour shift M-F with start times as early as 6am EST and end times as late as 11pm EST, plus rotating weekend shifts (S/S) from 7:30am-3:30pm EST. OT as required. Your Tasks and Responsibilities
Provides in-depth technical phone and email support to internal and external customers for Bayer products, including software and device applications, while improving 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 dispatches and supports customer implementations in a timely manner; ensures the team has tools, equipment and parts needed to get the job done; Provides install and post-install support for existing and future Bayer software offerings and entitlements; Assists in coaching and mentoring of new team members; Supports software upgrades and vulnerability mitigation processes as needed; Administers systems, including portal rights, self-service licensing and device access keys for timely access to needed software; Assists 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 to a motivational, results-oriented team with a self-organized, collaborative work environment. Who You Are
Required Qualifications High School diploma/GED with 5 years of applicable experience in a technical support role, helpdesk or call center; OR an Associates degree in related field with 2 years of applicable experience; OR a Bachelors degree in related field with 1 year of applicable 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 to ensure customer satisfaction and team efficiency; Proficient in Microsoft Office suite; Strong customer relationship focus with the confidence to de-escalate customer concerns; Ability to provide direction and communicate without direct authority. Preferred Qualifications Knowledge of Bayers Radiology business and product suite; Proficiency with ServiceMax, ThingWorx and KB systems; Current or prior technical troubleshooting experience for Bayer products; Software knowledge and troubleshooting capabilities, including Certegra. Compensation and Application
Employees can expect a salary range of $67,341.00 to $101,011.00, with potential bonus or commission where relevant. Benefits include health care, vision, dental, retirement, PTO, sick leave, etc. This posting is open until at least 9-2-25. Bayer is an Equal Opportunity Employer/Disabled/Veterans and E-Verify Employer. Recruitment agencies should not submit unsolicited resumes. Your Application
Bayer offers competitive compensation and benefits programs. If you meet the requirements and want to impact our mission, apply now. Bayer is committed to providing access and reasonable accommodations in its application process for individuals with disabilities. Location: United States across multiple states; Residence Based roles available in various locations. Division: Pharmaceuticals Reference Code: 851858 Contact Us Email: hrop_usa@bayer.com #J-18808-Ljbffr
At Bayer were visionaries, driven to solve the worlds toughest challenges and strive for a world where health for all, hunger for none is a real possibility. Were building a varied and meaningful career in a community of brilliant and diverse minds to make a real difference. Position:
Technical Support Specialist - US Residence based position Purpose
The Technical Support Specialist provides enhanced in-depth remote technical support to internal and external customers for Bayer products (including device and software). The role aims to improve response time, first time fix rates, productivity and overall customer satisfaction. This position sits under the Bayer Customer Response Squad and develops, documents and communicates new procedures and processes that meet industry compliance, regulatory and customer standards. It supports service initiatives for remote connectivity and operational efficiencies to meet productivity, quality and business objectives, supports the PCU program to enhance biomed partnerships, and provides operational efficiencies to TAC. The incumbent maintains technical certification and stays up to date with current service process procedures/policies to provide field service or TAC support as needed. The shift for this Residence role is a rotating 8-hour shift M-F with start times as early as 6am EST and end times as late as 11pm EST, plus rotating weekend shifts (S/S) from 7:30am-3:30pm EST. OT as required. Your Tasks and Responsibilities
Provides in-depth technical phone and email support to internal and external customers for Bayer products, including software and device applications, while improving 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 dispatches and supports customer implementations in a timely manner; ensures the team has tools, equipment and parts needed to get the job done; Provides install and post-install support for existing and future Bayer software offerings and entitlements; Assists in coaching and mentoring of new team members; Supports software upgrades and vulnerability mitigation processes as needed; Administers systems, including portal rights, self-service licensing and device access keys for timely access to needed software; Assists 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 to a motivational, results-oriented team with a self-organized, collaborative work environment. Who You Are
Required Qualifications High School diploma/GED with 5 years of applicable experience in a technical support role, helpdesk or call center; OR an Associates degree in related field with 2 years of applicable experience; OR a Bachelors degree in related field with 1 year of applicable 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 to ensure customer satisfaction and team efficiency; Proficient in Microsoft Office suite; Strong customer relationship focus with the confidence to de-escalate customer concerns; Ability to provide direction and communicate without direct authority. Preferred Qualifications Knowledge of Bayers Radiology business and product suite; Proficiency with ServiceMax, ThingWorx and KB systems; Current or prior technical troubleshooting experience for Bayer products; Software knowledge and troubleshooting capabilities, including Certegra. Compensation and Application
Employees can expect a salary range of $67,341.00 to $101,011.00, with potential bonus or commission where relevant. Benefits include health care, vision, dental, retirement, PTO, sick leave, etc. This posting is open until at least 9-2-25. Bayer is an Equal Opportunity Employer/Disabled/Veterans and E-Verify Employer. Recruitment agencies should not submit unsolicited resumes. Your Application
Bayer offers competitive compensation and benefits programs. If you meet the requirements and want to impact our mission, apply now. Bayer is committed to providing access and reasonable accommodations in its application process for individuals with disabilities. Location: United States across multiple states; Residence Based roles available in various locations. Division: Pharmaceuticals Reference Code: 851858 Contact Us Email: hrop_usa@bayer.com #J-18808-Ljbffr