This is where your work makes a difference.
At Baxter, we believe every person—regardless of who they are or where they are from—deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond.
Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results.
Here, you will find more than just a job—you will find purpose and pride.
Your Role at Baxter
If you’re motivated by our mission to save and sustain lives, this role gives you the opportunity to use your customer‑service skills to support customers experiencing software and hardware issues.
The Technical Support Representative II analyzes reported problems, follows troubleshooting guidelines, identifies root causes, and recommends resolutions. You will support distributors and end users of Welch Allyn Physical Exam products, providing clear verbal and written communication to guide customers through troubleshooting steps.
This full‑time role follows a Monday–Friday schedule from 11:30 a.m. to 8:00 p.m. EST and operates in a hybrid model. You will work onsite in Skaneateles, NY on Tuesday, Wednesday, and Thursday, with remote work on Monday and Friday.
What You'll be Doing:
You will provide Tier I technical support for Welch Allyn medical devices used in hospitals, clinics, physician offices, pharmacies, and other care settings. Your work focuses on troubleshooting device functionality and basic connectivity issues—not internal IT or desktop software—while collaborating closely with a supportive, highly trained team.
Troubleshoot medical device issues such as batteries, power cords, and basic hardware functionality.
Diagnose problems involving the transfer of diagnostic or vital‑sign data across customer networks.
Handle inbound queue calls in a Tier I call‑center environment focused on medical device support.
Document cases accurately and follow established troubleshooting workflows and guidelines.
Escalate complex issues to a Specialist, Lindsey, or senior team members when needed.
Participate in structured onboarding, including 6–8 weeks of SAP training, BAXU training, and mentorship.
Progress through a staged training path: listening to calls → typing during calls → taking calls independently.
Receive ongoing coaching and call audits from Lindsey to ensure accuracy, quality, and continuous improvement.
What You'll Bring:
High school diploma or GED required
Strong customer service experience is essential—this cannot be taught and is the top priority
3+ years of experience; 2+ years in a customer‑focused role preferred
Fluency in English; Spanish fluency is desirable (though calls in Spanish are rare)
Strong typing ability (60–80 WPM ideal); high‑speed internet required for hybrid work
Proficient digital literacy, including Excel, Word, and similar applications
Experience with SAP or similar order‑management systems
Strong accuracy and attention to data integrity
A positive attitude, strong customer sensitivity, enthusiasm, and excellent phone and listening skills
Solid analytical skills and the ability to follow troubleshooting processes
Baxter is committed to supporting the needs for flexibility in the workplace. We do so through our flexible workplace policy which includes a required minimum number of days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our Mission. The flexible workplace policy is subject to local laws and legal requirements. At its discretion, Baxter may decide to adjust, suspend, or discontinue as business needs change.
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 employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $51,200 - 70,400. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors. This position is also eligible for discretionary bonuses and long-term incentive. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.
US Benefits at Baxter (except for Puerto Rico)
This is where your well-being matters. Baxter offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical and dental coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance. Financial and retirement benefits include the Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount, and the 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching. We also offer Flexible Spending Accounts, educational assistance programs, and time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our employees. For additional information regarding Baxter US Benefits, please speak with your recruiter or visit our Benefits site: Benefits | Baxter
Equal Employment Opportunity
Baxter 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.
Know Your Rights: Workplace Discrimination is Illegal
Reasonable Accommodations
Baxter 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 Notice
Baxter 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.