Product Quality Representative - 2nd Shift

Aquí es donde salvas y sostienes vidas

En Baxter, estamos profundamente conectados por nuestra misión. No importa tu rol en Baxter, tu trabajo tiene un impacto positivo en la gente alrededor del mundo. Sentirá un propósito en toda la organización, ya que sabemos que nuestro trabajo mejora los resultados para millones de pacientes.

Los productos y terapias de Baxter se encuentran en casi cada hospital del mundo, el clínicas y en los hogares. Por más de 85 años hemos sido pioneros en innovaciones médicas significativas que transforman el cuidado en salud.

Juntos creamos un lugar donde somos felices, exitosos y nos inspiramos mutuamente. Aquí es donde puedes hacer tu mejor trabajo.

Únete a nosotros en la intersección de salvar y sostener vidas-donde tu propósito acelera nuestra misión.

Your Role at Baxter

THIS IS WHERE you build trust to achieve results!

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 passionate about demonstrating 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.

This is a full-time, second shift position with the hours of operation from 1pm to 10pm, Monday through Friday. Occasional holiday and weekend rotation is required. This is a remote role based in Raleigh, North Carolina.

What You'll Be Doing:

• Provide remote troubleshooting to solve our customer and patient issues.
• Remain calm under pressure during fast paced situations.
• Build 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.
• Focus on achieving team and individual KPI’s to maintain an excellent customer and employee experience.
• 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 critical issues as needed, with peer team members, leadership, and other organizations such as Research & Development.
• Complete customer requests such as Parts replacement, case build needs through alternate workflows (email, customer portal, etc.), provide support for team-focused work execution, quality focus, and other team-wide needs, where applicable.
• Quickly develop rapport with customer, Account teams, internal teams through remote and face-to-face interaction.
• Be a part of a team to maintain a culture of “One Team” across Care Communications Tech Support and across Baxter.
• 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 advance and ask for mentorship 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.
• Drive a closed loop mentality for everything you do.
• Complete standardized training plans outlined in discussions with your manager.
• Discuss and complete career goals through ACE. This includes identifying areas for training, certifications, career path opportunities, mentoring new hires, job shadowing, etc.
• Accept adoption and alignment 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 adopt the Care Communications and Baxter strategy.

What You'll Bring:

• 1+ years technical troubleshooting experience in a remote environment
• Prior experi