Remote Service Specialist II
Baxter International Inc.
Summary
As a Remote Service Specialist, you will support Baxter's Smart Care Remote Management program by proactively monitoring connected medical devices, investigating device alerts, documenting service activities, and coordinating the actions needed to resolve technical issues. Working closely with field service and technical support teams, you will help ensure devices remain connected, operational, and supported throughout their lifecycle.
Job description
Your Role at Baxter
As a Remote Service Specialist, you will support Baxter's Smart Care Remote Management program by proactively monitoring connected medical devices, investigating device alerts, documenting service activities, and coordinating the actions needed to resolve technical issues. Working closely with field service and technical support teams, you will help ensure devices remain connected, operational, and supported throughout their lifecycle.
This is a hybrid position based in Batesville, Indiana, with onsite work Tuesday through Thursday and remote work Monday and Friday. Standard hours are Monday through Friday, 8:00 AM to 5:00 PM EST, with occasional on-call and overtime requirements.
What You'll Do
- Monitor connected medical devices through the Smart Care Remote Management platform and respond to automated device alerts.
- Investigate device error codes and determine appropriate corrective actions, including software updates and service escalation.
- Troubleshoot device connectivity, platform access, and basic product-related issues.
- Support user account administration activities, including password resets and access-related requests.
- Create and coordinate service work orders and dispatch field service technicians as needed.
- Document customer complaints and complete required follow-up activities in accordance with established procedures.
- Assist with remote service implementations and device connectivity onboarding activities for internal and external customers.
- Utilize systems including Outlook, Microsoft Teams, Excel, JD Edwards, and Smart Care Remote Management tools to manage service activities.
What You'll Bring
- High school diploma or GED equivalent.
- 2+ years of customer service, technical support, administrative support, or related professional experience.
- Experience working across multiple systems and software applications.
- Experience documenting service activities, support requests, or customer-reported issues.
- Experience supporting internal and/or external customers.
- Basic technical aptitude, including troubleshooting software, connectivity, or device-related issues.
- Experience interpreting technical documentation, service manuals, or parts breakdowns.
Requirements
- High school diploma or GED equivalent
- 2+ years of customer service, technical support, administrative support, or related professional experience
- Experience working across multiple systems and software applications
- Experience documenting service activities, support requests, or customer-reported issues
- Experience supporting internal and/or external customers
- Basic technical aptitude, including troubleshooting software, connectivity, or device-related issues
- Experience interpreting technical documentation, service manuals, or parts breakdowns
Benefits
- Medical & Dental Coverage
- Life Insurance
- Accident Insurance
- Short-Term Disability
- Long-Term Disability
- Business Travel Accident Insurance
- Employee Stock Purchase Plan
- 401(k) Matching
- Flexible Spending Accounts
- Educational Assistance
- Paid Holidays
- Paid Time Off
- Family & Medical Leave
- Paid Parental Leave
- Commuting Benefits
- Employee Discount Program
- Employee Assistance Program
- Childcare Benefits
Company overview
Baxter International Inc. is an American multinational healthcare company headquartered in Deerfield, Illinois, founded in 1931. As a leading global medical device manufacturer, Baxter specializes in developing and producing essential medical products for treating chronic and acute medical conditions. The company operates across three primary business segments: Medical Products and Therapies, Healthcare Systems and Technologies, and Pharmaceuticals. Baxter's extensive product portfolio includes intravenous (IV) solutions, infusion pumps, dialysis equipment for kidney disease treatment, surgical technologies, and hospital pharmaceuticals. With approximately 38,000 employees worldwide and annual revenues exceeding $10 billion, Baxter plays a critical role in global healthcare infrastructure. The company is particularly known for its leadership in IV fluid production, manufacturing approximately 60% of the intravenous fluids used in the United States. Baxter's innovations include pioneering developments in artificial kidney technology and advanced surgical products, serving healthcare providers across more than 100 countries. The company maintains a strong commitment to research and development, investing significantly in medical technology advancements that improve patient outcomes and healthcare delivery efficiency.