TECHNICAL SUPPORT SPECIALIST - US Residence based position

Overview

TECHNICAL SUPPORT SPECIALIST - US Residence based position. 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 position sits under the Bayer Customer Response Squad and will be responsible to develop, document and communicate new procedures and processes that meet industry compliance, regulatory and customer standards. This position 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

• Provide 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.
• Perform high quality service during customer technical service requests, internal team projects, and process improvement activities. Complete all service requests, ServiceMax cases and work orders, dispatch and support customer implementation requests in a timely manner. Ensure the team has tools, equipment, and parts necessary to get the job done.
• Provide install and post-install support for existing and future Bayer software offerings and entitlements.
• Assist in coaching and mentoring of new team members.
• Support software upgrades and other vulnerability mitigation processes as needed.
• Administer systems, including portal rights, self-service licensing and device access keys for timely access to needed software.
• Assist in developing, documenting, and communicating new procedures and processes that meet industry compliance, regulatory and customer standards.
• Build strong relationships across multiple organizations including marketing, new product development, sales and operational excellence.
• Contribute to creating a motivational, performance / results-oriented, self-organized team environment and a collaborative teamwork culture.

Qualifications

REQUIRED QUALIFICATIONS

PREFERRED QUALIFICATIONS

Compensation and Additional Information

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, 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, 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).

Bayer is an E-Verify Employer.

Location : United States : Residence Based

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