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. We're doing it with energy, curiosity and dedication, learning from diverse perspectives and redefining what's possible. If you're hungry to build a varied and meaningful career in a community of brilliant minds and 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 role sits under the Bayer Customer Response Squad and will be responsible for developing, documenting and communicating new procedures and processes that meet industry compliance, regulatory and customer standards. The position 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 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 Monday to Friday with start times as early as 6am EST and shift end times as late as 11pm EST, along with a rotating weekend shift (Sat / Sun) 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 work orders, dispatches and supports customer implementation requests in a timely manner. Works with teammates to ensure the team has all 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 of 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 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, self-organized team environment and a teamwork atmosphere where each member participates and helps others.

Who You Are

Required Qualifications

Preferred Qualifications

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, skills and prior relevant experience, degrees and certifications, and other factors.

Application

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

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

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