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This is where you save and sustain lives
At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients. Baxter's products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work. Join us at the intersection of saving and sustaining lives- where your purpose accelerates our mission. The Connect Solutions Application Engineer (CSAE) will be responsible for onsite management of Care Communications Solutions as outlined below. This position will work closely with the assigned hospital and Hillrom teams in order to provide best in class service to our users.Hillrom offers cutting edge mobile communication strategies to the country's top healthcare providers. Our products support continuous efforts to improve patient care and increase caregiver productivity using the latest mobile devices.RESPONSIBILITIESDevelops a strong understanding of the entire Care Communications solution including technical architecture and product offerings. Develops strong, long-lasting end-user relationships, which are referenceable, including increasing adoption, ensuring retention, driving overall satisfaction and renewal of software and service for the assigned hospital.Serves as the primary onsite subject matter expert at the assigned hospital. Assists other Hillrom departments and resources with all aspects of the Care Communications deployment, including communication, coordination, and provisioning. Communicates with project stakeholders on a regular basis. Provides customer support and technical issue resolution via onsite support, email, IM, phone, and other electronic mediums. Available for urgent escalations as defined in the assigned Service Level Agreement (SLA). Working with cross-functional teams, which include hospital points of contact and Hillrom teamssuch as; Technical Support, Project Management, Logistics, System Engineering, Product Development, Area Sales Managers, and Customer Success Managers. Communicates with various departments to raise awareness of customer needs, requirements, concerns, and issues and follow through to resolution. Assists in identifying and developing best practices for the Care Communications solution, management, training, and support. Knowledge of Care Communications Web Admin portal with the ability to maintain and edit directory as agreed upon by the assigned hospital. Updates and maintains device management process for smartphones via Mobile Device Management (MDM) as defined in the contract.Understands and communicates the Care Communications support process with the ability to assist in resolving/troubleshooting issues (pulling logs, replicating issues, documenting findings, etc.). Track and trend issues to institute process improvements where possible to reduce issue escalations.Develop, update, and deliver training for new employee orientation and provide continuous education to the assigned hospital staff when needed. Provides support and planning during upgrades and also completes proper testing/validation of new feature sets.Primary responsibilities will be supporting the assigned hospital, but travel may be required to assist in other Voalte related projects and/or training opportunities. (Approximately 5%). First two months of training will require 80% travel.EXPERIENCE• Bachelor's degree and/or 3-5 years of equivalent combination of education and applicable work experience in healthcare or IT within a customer-facing role.• Must possess excellent interpersonal and communication skills and be comfortable working with frontline nursing, physicians and point of care support services staff.• Must have experience supporting and troubleshooting computer hardware and software in healthcare, preferably with nursing point-of-care solutions.• General knowledge of systems integration workflow capabilities, requirements and protocols.• General knowledge of wireless communication systems and protocols.• Must possess adequate organizational skills to determine workload priorities and schedules witha service-oriented mindset.• Self-driven and proactive in determining areas of need for increase satisfaction.• Ability to work both independently and in a collaborative team environment.• Experience within a software or communications industryThe successful candidate for this job may be required to verify that he or she has been vaccinated against COVID-19, subject to reasonable accommodations for individuals with medical conditions or religious beliefs that prevent vaccination, and in accordance with applicable law.Equal Employment OpportunityBaxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic. EEO is the Law EEO is the law - Poster Supplement Pay Transparency PolicyReasonable AccommodationsBaxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information.Recruitment Fraud NoticeBaxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice. 067037Vacancy expired!