TECHNICAL SUPPORT SPECIALIST - US Residence based position

Overview

At Bayer we're visionaries, driven to solve the world's toughest challenges and strive for a world where health for all, hunger for none is a real possibility. This role is a Residence-based position in the United States.

TECHNICAL SUPPORT SPECIALIST – RESIDENCE

Purpose

The Technical Support Specialist provides enhanced in-depth remote technical support to internal and external customers for Bayer products (including device and software). The role aims to improve response time, first-time fix rates, productivity and customer satisfaction. The position sits under the Bayer Customer Response Squad and develops, documents and communicates 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, supports the PCU program to enhance biomed partnerships, and provides operational efficiencies to TAC. The incumbent maintains technical certification and stays up to date with current service process procedures / policies to provide field service or TAC support as needed.

The shift is a rotating 8-hour shift Monday–Friday with start times as early as 6 : 00 a.m. EST and end times as late as 11 : 00 p.m. EST, plus a rotating weekend shift (Saturday / Sunday) from 7 : 30 a.m. to 3 : 30 p.m. EST. OT may be 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 improving 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 as needed, and supports customer implementation requests in a timely manner. Ensures the team has tools, equipment and parts required to complete the job.

Provides install and post-install support for existing and future Bayer software offerings and entitlements.

Coaches and mentors new team members 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 to ensure timely access for internal and external customers.

Assists in developing, documenting, and communicating new procedures and processes that meet 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, self-organized team environment and a collaborative, supportive team culture.

Who You Are

Bayer seeks an incumbent with the following qualifications.

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 Associate's degree in a related field with 2 years of applicable experience; OR a Bachelor's degree in a related field with 1 year of applicable experience.

Ability to read and interpret technical manuals and schematics.

Ability to work in a fast-paced, self-directed environment.

Strong verbal and written communication skills, flexibility and good judgment.

Ability to prioritize workload and small group tasks to ensure customer satisfaction and team efficiency.

Proficient in Microsoft Office product suite.

Strong customer relationship focus and de-escalation skills; confident to provide direction and communicate without direct authority.

Preferred Qualifications

Demonstrated knowledge of Bayer's Radiology business and product suite.

Proficiency with departmental tools such as ServiceMax, ThingWorx and knowledge bases.

Current or prior technical troubleshooting acumen for Bayer products.

Software knowledge and troubleshooting capabilities, including Certegra.

Compensation and Posting Details

Employees can expect to be paid a salary between $67,341.00 and $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, skills and experience, 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, 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 accommodations using the contact information below. Bayer is an E-Verify Employer.

Location : United States – Residence Based opportunities across multiple states (various locations listed in the original posting).

J-18808-Ljbffr