Product Quality Representative - 3rd Shift

THIS IS WHERE you build trust to achieve results!

Deliver best-in-class, seamless, consistent 24x7 Technical Support for Care Communications. Solve our customer and patient issues through remote troubleshooting capabilities. Drive quality by capturing issues and resolution. Be an active member of a highly effective team passionate about demonstrating institutional frameworks to ensure consistent support for current and future business needs. Understand and embrace Care Communications and Baxter strategy to drive long-term business impact.

This is a full-time, third shift position with the following hours of operation:

- Saturday through Sunday, 10pm to 6am

- Sunday through Thursday, 11pm to 8am

Occasional holiday and weekend rotation is required. This is a remote role based in Raleigh, North Carolina.

What You'll Be Doing:

• Provide remote troubleshooting to solve our customer and patient issues.
• Remain calm under pressure during fast paced situations.
• Build an excellent customer and patient experience, with a focus on driving customer issues to resolution in a timely manner through remote troubleshooting, by providing clear action plans, frequent customer and case updates, knowledge sharing and learning to solve new problems, and willingness to help others to succeed together.
• Focus on achieving team and individual KPI’s to maintain an excellent customer and employee experience.
• Drive quality improvement through accurate case documentation of the issue and resolution, to ensure federal regulatory requirements are met, and to drive future improvements through Research & Development.
• Request support for critical issues as needed, with peer team members, leadership, and other organizations such as Research & Development.
• Complete customer requests such as Parts replacement, case build needs through alternate workflows (email, customer portal, etc.), provide support for team-focused work execution, quality focus, and other team-wide needs, where applicable.
• Quickly develop rapport with customer, Account teams, internal teams through remote and face-to-face interaction.
• Be a part of a team to maintain a culture of “One Team” across Care Communications Tech Support and across Baxter.
• Participate in regular 1:1’s with manager, weekly team meetings, career conversations, team-building events, and skip level meetings with senior leadership, for effective bi-directional communication and feedback loops.
• Make decisions on the spot with customer, remaining within the confines of standard Tech Support and company policy and process. Make decisions to know when to advance and ask for mentorship from leadership and peers, with a focus on doing what’s right for the patient, customer, employee, and business, always keeping quality and safety at the forefront.
• Participate in rotating shift schedules during weekdays and weekends, as needed, based on business needs, to ensure 24x7 coverage for our customers.
• Create and maintain strong working relationships with peer teams across Care Communications. Provide ideas and gaps to leadership for potential process improvement internally as well as with customer engagements, tools, processes, etc.
• Drive a closed loop mentality for everything you do.
• Complete standardized training plans outlined in discussions with your manager.
• Discuss and complete career goals through ACE. This includes identifying areas for training, certifications, career path opportunities, mentoring new hires, job shadowing, etc.
• Accept adoption and alignment to standard tools, process, and team, to ensure an ongoing, sustainable, consistent experience for our customers, patients, and employees.
• Participate in group and company-wide meetings, trainings, communications, etc. to understand and adopt the Care Communications and Baxter strategy.

What You'll Bring:

• 1+ years technical troubleshooting experience in a remote environment
• Prior experience with remote technical troubleshooting, including networking and server troubleshooting
• Associates degree or equivalent work experience in an IT, computer, technical related field
• Certifications or equivalent work experience which demonstrate knowledge of networking - Certifications desired: A+, N+, MCP, MCSA, CCNA, Azure, etc.
• Excellent computer skills and experience with remote services, MS Office, AutoCAD, Visio, etc.
• Experience or knowledge in: Server Management , Wiring/Cabling, MS Remote Desktop, Javascript/Powershell, IT Maintenance , System Construction, Citrix, MS Server 2012/2016
• Installed, maintained, and repaired IT equipment (routers, switches, firewalls, phones, printers, CCTV, alarm systems, servers, WLAN equipment and workstations, etc.)
• Cisco Networking Product knowledge
• Cisco Security Products and Solutions: Firepower Next-Generation Firewalls (NGFW), AnyConnect Secure Mobility Client Virtual Private Network (VPN), Advanced Malware Protection (AMP) for Endpoints
• Cisco Meraki Wireless Access Points (APs) and Switches
• Cisco Business Edition (BE) 6000 VoIP/SIP telephone systems
• Barracuda Networks Load Balancers, Backups, Spam & Virus Firewalls
• Overhauling telephony system to the Cisco BE 4000
• Configured, deployed, and supported Cisco Adaptive Security Appliances (ASAs)
• Extensive troubleshooting with Microsoft Active Directory (AD) and Windows Servers
• Experience in healthcare field desirable
• Excellent communication skills (oral and written)
• Ability to adjust communication style and message based on the audience (CSE team member, customer, Account team executive, CNO, CIO, etc.)
• Focus on quality, process, standardization

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $60,000.00 to $82,500.00 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location.