Technical Service Lead Coordinator
Baxter International Inc.
Summary
As a Technical Service Lead Coordinator, you'll be the go-to expert for resolving technical issues with Baxter's medical equipment. You'll work closely with customers, field technicians, and internal teams to diagnose problems, guide solutions, and ensure a smooth customer experience. You'll combine technical knowledge with customer support, helping resolve real-world issues while keeping everything properly documented and compliant.
Job description
You'll be part of a collaborative technical support team that partners with service, engineering, and sales teams to solve problems and improve products. This role works an 8-hour shift within business hours (8:00 AM-6:00 PM, Monday-Friday) and includes a shared on-call rotation to support after-hours needs.
What You'll Be Doing
- Troubleshoot mechanical and electrical issues on medical devices
- Provide technical support via phone, email, and web-based systems
- Document all customer interactions, complaints, and resolutions in FDA-compliant systems
- Create and manage service requests, work orders, and service parts orders
- Track and update service activities through approved contact management systems
- Coordinate parts replacement and returns for engineering analysis
- Support product upgrades, modifications, and new product releases
- Interface with engineering, service logistics, and sales for technical issue resolution
What You'll Bring
- High school diploma or equivalent required
- 2+ years of experience troubleshooting mechanical or electrical equipment using diagnostic tools (or equivalent education, military, or hands-on experience)
- Ability to read and interpret technical manuals, schematics, and electrical diagrams
- Experience providing technical support in a help desk, service, or field support environment
- Experience documenting service activity and managing requests in ticketing or case management systems
- Experience with software and firmware updates, including troubleshooting system performance issues, connectivity challenges, and interface integrations, with an understanding of basic IT and networking configurations
- Experience supporting medical devices or working in a regulated environment preferred
- Experience using diagnostic equipment such as voltmeters and basic hand tools preferred
Requirements
- High school diploma or equivalent required
- 2+ years of experience troubleshooting mechanical or electrical equipment using diagnostic tools (or equivalent education, military, or hands-on experience)
- Ability to read and interpret technical manuals, schematics, and electrical diagrams
- Experience providing technical support in a help desk, service, or field support environment
- Experience documenting service activity and managing requests in ticketing or case management systems
- Experience with software and firmware updates, including troubleshooting system performance issues, connectivity challenges, and interface integrations, with an understanding of basic IT and networking configurations
- Experience supporting medical devices or working in a regulated environment preferred
- Experience using diagnostic equipment such as voltmeters and basic hand tools preferred
Benefits
- Medical, Dental & Vision
- 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 and 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.