Bayer
TECHNICAL SUPPORT SPECIALIST - US Residence based position
Bayer, Indianapolis, Indiana, us, 46262
Overview
At Bayer were visionaries, driven to solve the worlds toughest challenges and striving for a world where Health for all Hunger for none is no longer a dream, but a real possibility. Were doing it with energy, curiosity and dedication, learning from unique perspectives to expand our thinking and redefine whats possible. If youre hungry to build a varied and meaningful career in a diverse community, theres a place for you at Bayer. Technical Support Specialist - US Residence-based position 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. The shift for this Residence role is a rotating 8-hour shift MondayFriday with start times as early as 6:00 am EST and end times as late as 11:00 pm EST, along with a rotating weekend shift (Sat/Sun) from 7:30 am3:30 pm 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, dispatches field technicians as needed, and supports customer implementation requests in a timely manner. Works with teammates to ensure the team has tools, equipment and parts necessary 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 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 to creating a motivational, performance/results-oriented team with a self-organized work environment and a teamwork atmosphere where team members help each other.
Who You Are
Bayer seeks an incumbent who possesses the following: REQUIRED QUALIFICATIONS High School diploma/GED required with 5 years of applicable and demonstrated success 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.
Compensation and Benefits 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 an estimate and may vary based on location, market data/ranges, skills and prior relevant experience, certain degrees and certifications, and other 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. Location: United States : Residence Based positions across multiple states in the US. #J-18808-Ljbffr
At Bayer were visionaries, driven to solve the worlds toughest challenges and striving for a world where Health for all Hunger for none is no longer a dream, but a real possibility. Were doing it with energy, curiosity and dedication, learning from unique perspectives to expand our thinking and redefine whats possible. If youre hungry to build a varied and meaningful career in a diverse community, theres a place for you at Bayer. Technical Support Specialist - US Residence-based position 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. The shift for this Residence role is a rotating 8-hour shift MondayFriday with start times as early as 6:00 am EST and end times as late as 11:00 pm EST, along with a rotating weekend shift (Sat/Sun) from 7:30 am3:30 pm 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, dispatches field technicians as needed, and supports customer implementation requests in a timely manner. Works with teammates to ensure the team has tools, equipment and parts necessary 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 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 to creating a motivational, performance/results-oriented team with a self-organized work environment and a teamwork atmosphere where team members help each other.
Who You Are
Bayer seeks an incumbent who possesses the following: REQUIRED QUALIFICATIONS High School diploma/GED required with 5 years of applicable and demonstrated success 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.
Compensation and Benefits 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 an estimate and may vary based on location, market data/ranges, skills and prior relevant experience, certain degrees and certifications, and other 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. Location: United States : Residence Based positions across multiple states in the US. #J-18808-Ljbffr