Technical Support Representative

This is where your work makes a difference.

At Baxter, we believe every person—regardless of who they are or where they are from—deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond.

Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results.

Here, you will find more than just a job—you will find purpose and pride.

POSITION SUMMARY

Provides after-sales customer service and remote technical support by managing remote interaction with customers to resolution within the UKIN region.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide after-sales customer service and remote technical support by managing remote interaction with customers to resolution, assuring high customer satisfaction.
• Answer customers’ inquiries (via phone, fax, e-mail, IM, etc.) in an efficient, accurate, and professional manner.
• Formally document customer complaints / service notifications and interactions, in line with company guidelines.
• Accurately diagnose and troubleshoot customers’ technical problems, provide responses regarding general questions, service products, spare part number identification, and pricing.
• Create a service order or escalation if a remote solution cannot be offered.
• Transfer complaints for investigation and resolution to the relevant people and/or departments when necessary.
• Provide product module configuration instructions and use training per DFU and authorized materials.
• Leverage company knowledge and resources to ensure the delivery of valued, cost-effective after-sales service and technical support to customers, technical service providers, and Baxter colleagues within Sales & Marketing, Customer Services, Product Services, and R&D/Engineering.
• Develop and maintain strong working relationships with distributors, customers, technical service providers, and Baxter colleagues within Sales & Marketing, Customer Services, Product Services, Field Services, and R&D/Engineering.
• Other duties may be assigned as needed.