Bayer
TECHNICAL SUPPORT SPECIALIST - US Residence based position
Bayer, Boise, Idaho, United States, 83708
Overview
At Bayer were visionaries, driven to solve the worlds toughest challenges and strive for a world where health for all hunger for none. This full description is for a TECHNICAL SUPPORT SPECIALIST - US Residence-based position. Position
TECHNICAL SUPPORT SPECIALIST RESIDENCE Purpose
The purpose of the Technical Support Specialist is to provide enhanced in-depth remote technical support to internal and external customers for Bayer products (including device and software) while driving improvements in response time, first time fix rates, productivity and overall customer satisfaction. This role sits under the Bayer Customer Response Squad and will develop, document and communicate 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 along with support of 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 in accordance with business needs. Schedule
The shift for this Residence role is a rotating 8 hr shift Monday to Friday with start times as early as 6am EST and end times as late as 11pm EST, plus rotating weekend shift (Saturday/Sunday) from 7:30am to 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 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. 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 toward creating a motivational, performance/results-oriented, team self-organized work environment and a teamwork atmosphere where each member participates and assists others. Who You Are
Bayer seeks an incumbent who possesses the following: 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 with 2 years; or a Bachelors degree with 1 year of 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 and small group tasks to ensure customer satisfaction and team efficiency. Proficient in Microsoft Office suite. Strong customer relationship focus with the ability 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 ServiceMax, ThingWorx and KB systems. Current or prior technical troubleshooting experience with Bayer products. Software knowledge and troubleshooting capabilities, including Certegra. Compensation and Benefits
Employees can expect a salary between $67,341.00 to $101,011.00. Additional compensation may include a bonus or commission (if relevant). Benefits include health care, vision, dental, retirement, PTO, sick leave, etc. This salary range is an estimate and may vary based on location, market data, applicants skills and experience, degrees and certifications, and other factors. Application
This posting will be available for application until at least 9-2-25. Bayer offers a wide variety of competitive compensation and benefits programs. If you meet the requirements and want to impact our mission Science for a better life, 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 to request needed accommodations using the contact information below. Bayer is an E-Verify Employer. Location: United States #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. This full description is for a TECHNICAL SUPPORT SPECIALIST - US Residence-based position. Position
TECHNICAL SUPPORT SPECIALIST RESIDENCE Purpose
The purpose of the Technical Support Specialist is to provide enhanced in-depth remote technical support to internal and external customers for Bayer products (including device and software) while driving improvements in response time, first time fix rates, productivity and overall customer satisfaction. This role sits under the Bayer Customer Response Squad and will develop, document and communicate 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 along with support of 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 in accordance with business needs. Schedule
The shift for this Residence role is a rotating 8 hr shift Monday to Friday with start times as early as 6am EST and end times as late as 11pm EST, plus rotating weekend shift (Saturday/Sunday) from 7:30am to 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 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. 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 toward creating a motivational, performance/results-oriented, team self-organized work environment and a teamwork atmosphere where each member participates and assists others. Who You Are
Bayer seeks an incumbent who possesses the following: 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 with 2 years; or a Bachelors degree with 1 year of 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 and small group tasks to ensure customer satisfaction and team efficiency. Proficient in Microsoft Office suite. Strong customer relationship focus with the ability 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 ServiceMax, ThingWorx and KB systems. Current or prior technical troubleshooting experience with Bayer products. Software knowledge and troubleshooting capabilities, including Certegra. Compensation and Benefits
Employees can expect a salary between $67,341.00 to $101,011.00. Additional compensation may include a bonus or commission (if relevant). Benefits include health care, vision, dental, retirement, PTO, sick leave, etc. This salary range is an estimate and may vary based on location, market data, applicants skills and experience, degrees and certifications, and other factors. Application
This posting will be available for application until at least 9-2-25. Bayer offers a wide variety of competitive compensation and benefits programs. If you meet the requirements and want to impact our mission Science for a better life, 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 to request needed accommodations using the contact information below. Bayer is an E-Verify Employer. Location: United States #J-18808-Ljbffr