Product Quality Specialist

4 weeks ago

Cary, North Carolina, United States Baxter Full time
Job Summary

Baxter is seeking a skilled Product Quality Representative to deliver exceptional technical support and quality assurance services to our customers and patients. As a key member of our team, you will be responsible for providing seamless, consistent, and 24/7 technical support through remote troubleshooting capabilities. Your focus will be on driving quality by capturing issues and resolutions, while maintaining a calm and professional demeanor under pressure.

Key Responsibilities
  • Provide remote troubleshooting to solve customer and patient issues
  • Remain calm under pressure during high-pressure situations
  • Create an excellent customer and patient experience by driving customer issues to resolution in a timely manner through remote troubleshooting, clear action plans, frequent customer and case updates, knowledge sharing, and learning to solve new problems
  • Focus on achieving team and individual KPIs to maintain an excellent customer and employee experience
  • Drive quality improvement through accurate case documentation of the issue and resolution, ensuring federal regulatory requirements are met, and driving future improvements through Research & Development
  • Request support for escalations as needed, with peer team members, leadership, and other organizations such as Research & Development
  • Execute on customer requests such as parts replacement, case creation needs through alternate workflows, provide support for team-focused work execution, quality focus, and other team-wide needs, where applicable
  • Develop rapport with customers, account teams, and internal teams through remote and face-to-face interaction
  • Participate in regular 1:1s 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 customers, remaining within the confines of standard Tech Support and company policy and process
  • Make decisions to know when to escalate and ask for guidance 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 24/7 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.
  • Participate in recruiting, interview panels, mentoring new hires as applicable
  • Drive a closed-loop mentality for everything you do
  • Execute on standardized training plans outlined in discussions with your manager
  • Discuss and complete career goals through ACE, including identifying areas for training, certifications, career path opportunities, mentoring new hires, job shadowing, etc.
  • Embrace adoption and adherence 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 embrace the Care Communications and Baxter strategy
Requirements
  • Prior experience with remote technical troubleshooting, including networking and server troubleshooting
  • Associates degree or equivalent work experience in an IT, computer, technical-related field
  • Certifications or equivalent work experience which demonstrate knowledge of networking
  • Certifications desired: A+, N+, MCP, MCSA, CCNA, Azure, etc.
  • Excellent computer skills and experience with remote services, MS Office, AutoCAD, Visio, etc.
  • Experience or knowledge in: Server Management, Wiring/Cabling, MS Remote Desktop, Javascript/Powershell, IT Maintenance, System Construction, Citrix, MS Server 2012/2016, Installed, maintained, and repaired IT equipment (routers, switches, firewalls, phones, printers, CCTV, alarm systems, servers, WLAN equipment and workstations, etc.)
  • Cisco Networking Product knowledge
  • Cisco Security Products and Solutions: Firepower Next-Generation Firewalls (NGFW), AnyConnect Secure Mobility Client Virtual Private Network (VPN), Advanced Malware Protection (AMP) for Endpoints, Cisco Meraki Wireless Access Points (APs) and Switches, Cisco Business Edition (BE) 6000 VoIP/SIP telephone systems, Barracuda Networks Load Balancers, Backups, Spam & Virus Firewalls
  • Overhauling telephony system to the Cisco BE 4000
  • Configured, deployed, and supported Cisco Adaptive Security Appliances (ASAs)
  • Extensive troubleshooting with Microsoft Active Directory (AD) and Windows Servers
  • 1-3 years technical troubleshooting experience in a remote environment
  • Experience in the healthcare field desirable

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