TECHNICAL SUPPORT SPECIALIST - US Residence based position

Overview

TECHNICAL SUPPORT SPECIALIST - US Residence based position

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 possible. This role is part of the Bayer Customer Response Squad and focuses on delivering enhanced remote technical support for Bayer products (including device and software), while driving improvements in response time, first-time fix rates, productivity and customer satisfaction.

Responsibilities

Provide in-depth technical phone and email support to internal and external customers for Bayer products, including software and device applications; aim to improve response times, first-time fix rates, productivity and overall customer satisfaction.

Perform high-quality service during customer technical service requests, internal projects and process improvement activities. Complete service requests, ServiceMax cases and work orders; coordinate field dispatch and support customer implementations in a timely manner. Ensure the team has the tools, equipment and parts needed 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 new team members in their technical capacities.

Support software upgrades and vulnerability mitigation processes as needed.

Administer systems including portal rights, self-service licensing and device access keys to ensure timely access to needed software for internal and external customers.

Assist in developing, documenting, and communicating new procedures and processes that meet industry compliance, regulatory and customer standards.

Build strong relationships across Marketing, New Product Development, Sales and Operational Excellence.

Contribute to creating a motivational, performance / results-oriented team environment and a collaborative culture where team members help each other.

Your Qualifications

REQUIRED QUALIFICATIONS

High School diploma / GED with 5 years of applicable experience in a technical support role, helpdesk or call center; or an Associate's degree with 2 years of experience; or a Bachelor's degree with 1 year of experience.

Ability to read and interpret technical manuals and schematics.

Ability to work in a fast-paced, self-directed environment.

Strong verbal and written communication, with flexibility and good judgment.

Ability to prioritize workload and small team tasks to ensure customer satisfaction and team efficiency.

Proficiency in Microsoft Office.

Strong customer relationship focus and de-escalation skills; ability to provide direction and communicate without direct authority.

PREFERRED QUALIFICATIONS

Knowledge of Bayer's Radiology business and product suite.

Proficiency with ServiceMax, ThingWorx and knowledge base systems.

Current or prior technical troubleshooting experience with Bayer products; software knowledge including Certegra.

Conditions

The shift is a rotating 8-hour schedule, M-F with start times as early as 6 : 00 am EST and end times as late as 11 : 00 pm EST, plus rotating weekend shifts (S / S) 7 : 30 am – 3 : 30 pm EST. OT may be required.

Compensation and Benefits

Employees can expect a salary range of $67,341.00 to $101,011.00. Additional compensation may include a bonus or commission where relevant. Benefits include health care, vision, dental, retirement, PTO, sick leave, etc. This range is an estimate and may vary by location, skills, experience, and other factors.

Application and Employment Statements

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

Bayer offers a wide variety of compensation and benefits programs. If you meet the requirements and want to impact our mission, 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 to request accommodations as needed.

Bayer is an E-Verify Employer.

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