Bayer
TECHNICAL SUPPORT SPECIALIST - US Residence based position
Bayer, Buffalo, New York, United States, 14266
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. This Technical Support Specialist role is a residence-based position in the US and sits under the Bayer Customer Response Squad. The incumbent will provide enhanced in-depth remote technical support to internal and external customers for Bayer products (including device and software), drive improvements in response time, first-time fix rates, productivity and customer satisfaction, and develop, document and communicate new procedures and processes that meet industry compliance, regulatory and customer standards. This role 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 will maintain technical certification and stay 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 MondayFriday with start times as early as 6:00am EST and end times as late as 11:00pm EST, along with a rotating weekend shift (Saturday/Sunday) from 7:30am3:30pm 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 ensure 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 toward creating a motivational, performance/results-oriented team, self-organized work environment, and a teamwork atmosphere where each team member participates and helps each other.
Qualifications
REQUIRED QUALIFICATIONS High School diploma/GED required with 5 years of applicable and demonstrated success working 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.
Demonstrated ability to work in a fast-paced self-directed environment.
Strong verbal and written competencies; with flexibility and good judgment.
Ability to prioritize individual workload and small group tasks to ensure customer satisfaction and team efficiency.
Proficient in Microsoft Office product suite.
Strong customer relationship focus and skillset, with confidence to deescalate customer concerns.
Confidence to provide direction and communicate without direct authority.
PREFERRED QUALIFICATIONS Demonstrated knowledge of Bayers Radiology business and product suite.
Proficiency with departmental tools such as ServiceMax, ThingWorx and KB systems.
Current or prior technical troubleshooting acumen for Bayer suite of products.
Software knowledge and troubleshooting capabilities, including Certegra.
Employees can expect to be paid a salary between $67,341.00 to $101,011.00. Additional compensation may include a bonus or commission (if relevant). Additional benefits include health care, vision, dental, retirement, PTO, sick leave, etc. This salary range is merely an estimate and may vary based on an applicants location, market data/ranges, an applicants skills and prior relevant experience, certain degrees and certifications, and other relevant factors. This posting will be available for application until at least 9-2-25. Your application
Bayer offers a wide variety of competitive compensation and benefits programs. If you meet the requirements of this unique opportunity, and want to impact our mission Science for a better life, we encourage you to apply now. Be part of something bigger. Be you. Be Bayer. 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 with disabilities to request any needed accommodation(s) using the contact information below. Bayer is an E-Verify Employer. #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. This Technical Support Specialist role is a residence-based position in the US and sits under the Bayer Customer Response Squad. The incumbent will provide enhanced in-depth remote technical support to internal and external customers for Bayer products (including device and software), drive improvements in response time, first-time fix rates, productivity and customer satisfaction, and develop, document and communicate new procedures and processes that meet industry compliance, regulatory and customer standards. This role 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 will maintain technical certification and stay 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 MondayFriday with start times as early as 6:00am EST and end times as late as 11:00pm EST, along with a rotating weekend shift (Saturday/Sunday) from 7:30am3:30pm 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 ensure 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 toward creating a motivational, performance/results-oriented team, self-organized work environment, and a teamwork atmosphere where each team member participates and helps each other.
Qualifications
REQUIRED QUALIFICATIONS High School diploma/GED required with 5 years of applicable and demonstrated success working 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.
Demonstrated ability to work in a fast-paced self-directed environment.
Strong verbal and written competencies; with flexibility and good judgment.
Ability to prioritize individual workload and small group tasks to ensure customer satisfaction and team efficiency.
Proficient in Microsoft Office product suite.
Strong customer relationship focus and skillset, with confidence to deescalate customer concerns.
Confidence to provide direction and communicate without direct authority.
PREFERRED QUALIFICATIONS Demonstrated knowledge of Bayers Radiology business and product suite.
Proficiency with departmental tools such as ServiceMax, ThingWorx and KB systems.
Current or prior technical troubleshooting acumen for Bayer suite of products.
Software knowledge and troubleshooting capabilities, including Certegra.
Employees can expect to be paid a salary between $67,341.00 to $101,011.00. Additional compensation may include a bonus or commission (if relevant). Additional benefits include health care, vision, dental, retirement, PTO, sick leave, etc. This salary range is merely an estimate and may vary based on an applicants location, market data/ranges, an applicants skills and prior relevant experience, certain degrees and certifications, and other relevant factors. This posting will be available for application until at least 9-2-25. Your application
Bayer offers a wide variety of competitive compensation and benefits programs. If you meet the requirements of this unique opportunity, and want to impact our mission Science for a better life, we encourage you to apply now. Be part of something bigger. Be you. Be Bayer. 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 with disabilities to request any needed accommodation(s) using the contact information below. Bayer is an E-Verify Employer. #J-18808-Ljbffr