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This is where you save and sustain lives At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients. Baxter's products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare. Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work. Join us at the intersection of saving and sustaining lives- where your purpose accelerates our mission.
Posn Title | Grade: Senior Data Integr Product Quality Representative
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 focused on leveraging 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. ESSENTIAL DUTIES AND RESPONSIBILITIES:
Create 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.
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 escalations as needed, with peer team members, leadership, and other organizations such as Research & Development.
Execute on customer requests such as Parts replacement, case create needs through alternate workflows (email, customer portal, etc.), provide support for team-focused work execution, quality focus, and other team-wide needs, where applicable.
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 escalate and ask for guidance 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.
Discuss and complete career goals through ACE. This includes identifying areas for training, certifications, career path opportunities, mentoring new hires, job shadowing, etc.
Embrace adoption and adherence 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 embrace the Care Communications and Baxter strategy. EDUCATION AND EXPERIENCE:
Certifications desired: A+, N+, MCP, MCSA, CCNA, Azure, etc.
Excellent computer skills and experience with remote services, MS Office, AutoCAD, Visio, etc.
Installed, maintained, and repaired IT equipment (routers, switches, firewalls, phones, printers, CCTV, alarm systems, servers, WLAN equipment and workstations, etc.) QUALIFICATIONS AND SKILLS:
Ability to adjust communication style and message based on the audience (CSE team member, customer, Account team executive, CNO, CIO, etc.)
Equal Employment Opportunity Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.
EEO is the Law
EEO is the law - Poster Supplement
Pay Transparency Policy Reasonable Accommodations
Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information. Recruitment Fraud Notice
Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice. 147059
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Baxter
Oct 02, 2024