JOB SUMMARY: Provides technical expertise including information, mechanical and electrical troubleshooting, and complaint processing and resolution. These interactions will drive from customers, field service representatives, and other Hill-Rom employees via the telephone, internet, and email in a Technical Support Help Desk environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES: – Other duties may be assigned:

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  Provide technical troubleshooting, technical information, and determine the necessary technical requirements for our internal and external customers interactions. Interactions include but are not limited to complaints and all service-related activities.
• Proficient in Contact Management. Responsibilities include:

1. Document and manage all capital customer interactions via Hill-Rom’s approved Contact Management System, per FDA guidelines. Documentation includes creation, updates, and follow-up via calling customers for final resolution and customer satisfaction pertaining to their initial contact.

2. Document and manage all capital field service work order requests via Hill-Rom’s approved Contact Management System, per FDA guidelines

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  Proficient in Order Management. Responsibilities include:

1. Document and manage all service parts orders via Hill-Rom’s approved Order Management System. Service order management includes creation, order fulfillment, sales order queries, and delivery confirmation.

2. Document and manage all engineering part return for analysis requests via Hill-Rom’s approved Order Management System. Service part return for analysis includes reviewing the parts for analysis engineering list, creation, and customer compliance to return parts.

• Make decisions based on good sound reasoning that match Hill-Rom’s Mission, Vision, and Core Values and Hill-Rom’s Quality Policy
• Provide technical expertise to the Service Logistics, Marketing, Sales, and Engineering Teams. Technical expertise includes but not limited to new product development, new product releases, product upgrades, product modification projects, and document reviews.

EDUCATION, EXPERIENCE AND QUALIFICATIONS:

• Candidate must have a form of secondary education, equivalent military experience, or two years minimum experience in electrical and mechanical troubleshooting of medical devices.
• Customer Service or Help Desk experience
• Ability to understand and meet the expectations and requirements of internal and external customer; gets firsthand customer information and uses it to meet customers’ needs by providing the highest quality products and services; acts with customers in mind; develops effective relationships with customer and gains their trust and respect.
• Ability to communicate with internal and external customers with clarity, patience, understanding and courtesy to match Technical Support’s goal of “Best in Class Customer Service.” Applies a wide variety of listening, questioning, and explaining techniques to obtain or impart information.
• Ability to read, analyze, and interpret technical service manuals, technical bulletins, blueprints, and electrical schematic diagrams.
• Ability to use tools necessary for troubleshooting: voltmeter, manometer, and basic hand tools
• Computer literacy

PHYSICAL REQUIREMENTS:

NOTE: The inability to perform any of the following physical requirements does not preclude an applicant from consideration unless, following an individualized analysis, it is determined that the physical requirement is an essential job function, and the applicant is unable to perform such function with or without reasonable accommodation

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  Repetitive motions, hand movements, reading, writing, eye hand coordination, preparing/analyzing figures, hearing, talking, sitting, lifting (30-60 lbs), bending, and squatting

We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all our employees, and we strive to be more transparent with our pay practices. To that end, this position has a base salary range of $41,500 to $120,000. The above range represents the expected base salary range for this position. The actual salary may vary based upon several factors including, but not limited to, relevant skills/experience, time in the role, business line, and geographic/office location.