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 within reach. We're building a diverse community focused on meaningful work to make a real difference.

TECHNICAL SUPPORT SPECIALIST - US Residence based 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 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, 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 hr. shift M-F with start times as early as 6am EST and shift end times as late as 11pm EST, along with a rotating weekend shift (S / S) from 7 : 30am-3 : 30pm EST. OT as required.

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, performs field dispatch and supports customer implementation requests in a timely manner. Works with teammates to ensure the team has essential tools, equipment and parts to complete the job.

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

Assists in coaching and mentoring 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 so 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, self-organized team environment and a collaborative, teamwork-focused culture.

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.

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.

Proficiency in Microsoft Office product suite.

Strong customer relationship focus and the ability to deescalate customer concerns.

Confidence 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 KB systems.

Current or prior technical troubleshooting acumen for Bayer's product suite.

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). 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.

Application Details

This posting will be available for application until at least 9-2-25.

YOUR APPLICATION

Bayer offers 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. Applicants are encouraged to request needed accommodations using the contact information below. Bayer is an E-Verify Employer.

Location : United States listing several states and residence-based options as applicable.

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