Job Description

Technical Support Specialist

At Bayer we're visionaries, driven to solve the world's toughest challenges and striving for a world where 'Health for all Hunger for none' is no longer a dream, but a real possibility. We're doing it with energy, curiosity and sheer dedication, always learning from unique perspectives of those around us, expanding our thinking, growing our capabilities and redefining 'impossible'. There are so many reasons to join us. If you're hungry to build a varied and meaningful career in a community of brilliant and diverse minds to make a real difference, there's only one choice.

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 position sits under the Bayer Customer Response Squad and will be responsible to develop, documents and communicate new procedures and processes that meet industry compliance, regulatory and customer standards. This position 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 our biomed partnerships and provides operational efficiencies to TAC. In addition, 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 hr. shift M-F with start times as early as 6am EST and shift end times as late at 11pm EST along with a rotating weekend shift (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 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 workorders, performance field dispatch and supports customer implementation requests in a timely manner. Works with teammates to make sure 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 towards creating a motivational performance/results-oriented team self-organized work environment; contributing to creating a teamwork atmosphere where each team member is willing to participate and go out of their way to 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 working in a technical support role, helpdesk or call center;
• OR an Associate's degree in related field with 2 years of applicable experience;
• OR a Bachelor's degree in related field with 1 years of applicable experience;
• Ability to read and interpret technical manuals and schematics;
• Demonstrated ability to work in a face paced self-directed environment;
• Strong verbal and written competencies; along 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 & skillset; with confidence to deescalate customer concerns;
• Confidence to provide direction and communicate without direct authority.
• PREFERRED QUALIFICATIONS
• Demonstrated knowledge of Bayer's Radiology business & 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 applicant's location, market data/ranges, an applicant's skills and prior relevant experience, certain degrees and certifications, and other relevant factors.

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.

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