Senior Technical Assistance Center Specialist, Radimetrics Focus

 

At Bayer we’re visionaries, driven to solve the world’s toughest challenges and striving for a world where 'Health for all Hunger for none’ is no longer a dream, but a real possibility. We’re doing it with energy, curiosity and sheer dedication, always learning from unique perspectives of those around us, expanding our thinking, growing our capabilities and redefining ‘impossible’. There are so many reasons to join us. If you’re hungry to build a varied and meaningful career in a community of brilliant and diverse minds to make a real difference, there’s only one choice.

 

Senior Technical Assistance Center Specialist, Radimetrics Focus 

 

The purpose of this position is to provide enhanced in-depth remote technical and clinical support to internal and external customers for both Bayer Radimetrics products as well as new software specific initiatives 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 along with supporting the customer resolution process, this position will also be responsible for supporting other Radimetrics service initiatives to assist in driving operational efficiencies, maintaining quality standards and supporting other business initiatives to achieve organizational objectives.  This role will also assist in the development and communication of new procedures and processes that meet industry compliance, regulatory and customer standards. In addition, the incumbent will maintain technical and/or customer required certification and stay up to date with current service procedures/policies to provide customer support in accordance with business needs.

 

YOUR TASKS AND RESPONSIBILITIES

 

The primary responsibilities of this role, Senior Technical Assistance Center (TAC) Specialist, Radimetrics Focus, are to:

 

• Provides timely in-depth advanced (Teir 2) technical, clinical and workflow troubleshooting support via phone and email to internal and external customers for Bayer Radimetrics product and other Bayer software specific initiatives as deemed necessary, while driving improvements in response time, first time fix rates, productivity and overall customer satisfaction.
• Performs high quality service during customer troubleshooting requests, internal team projects, and process improvement activities. Completes all troubleshooting/support requests and cases in a timely fashion, assists customer implementation requests in a timely manner.
• Sustain quality in our platform through continuous testing and focus on data integrity.
• Supports product upgrades and other vulnerability mitigation processes as needed.
• Assist in documenting and communicating new procedures and processes that meet industry compliance, regulatory and customer standards; includes article writing for our knowledge management system
• Build strong relationships across multiple organizations including marketing, new product development, sales and operational excellence.
• Facilitate feedback from customers to marketing, sales and product management to ensure continuous customer driven product improvements.
• Assists in coaching and mentoring of new members of the team in their technical capacities.
• Contribute towards creating a motivational performance/results-oriented team self-organized work environment; contributing to creating a teamwork atmosphere where each team member is willing to participate and go out of their way to help each other.
• Participates in rotating On Call schedule providing after-hours support to our external customer base.

 

WHO YOU ARE                                        

 

Bayer seeks an incumbent who possesses the following:

 

Required Qualifications:

 

• High School diploma/GED with applicable help desk and/or customer-facing experience in related fields such as Engineering, Electronics, IT, Computer Science or relevant discipline 
• Demonstrated technical experience supporting enterprise healthcare IT systems, including Microsoft and Linux-based platforms (CentOS, Red Hat), PACS/RIS environments, and cloud or infrastructure-based solution
• Working knowledge of healthcare interoperability standards and technologies, including DICOM, HL7, and web services, with the ability to troubleshoot integration and data flow issues
• Strong understanding