On-Site Support Specialist, GSS - Indianapolis, Indiana
About The Position
The Onsite Support Specialist serves as the dedicated onsite representative for a strategic healthcare customer, providing post-sale clinical, technical, and operational support across Baxter's Global Surgical Solutions (GSS) portfolio. Embedded within the customer environment, this role acts as a trusted advisor, product expert, and primary liaison between the customer and Baxter teams to drive product adoption, optimize clinical workflows, enhance user satisfaction, and maximize the value of the customer’s investment. The incumbent develops deep relationships with clinicians, operational leaders, IT partners, and executive stakeholders while serving as the onsite subject matter expert for Baxter solutions. Through training, in-servicing, troubleshooting, workflow optimization, and proactive account support, the role ensures sustained customer engagement, successful adoption of new technologies, and a best-in-class customer experience.
Requirements
- Demonstrated ability to build credibility and influence clinical, technical, operational, and executive stakeholders.
- Strong verbal, written, presentation, and interpersonal communication skills with the ability to effectively educate and train diverse audiences.
- Proven troubleshooting, analytical, and problem-solving abilities with a customer-focused approach to issue resolution.
- Highly organized, self-motivated professional capable of managing multiple priorities and working independently with minimal supervision.
- Demonstrated resilience, integrity, accountability, and ability to collaborate effectively within a matrixed organization.
- Proficiency with Microsoft Office applications and customer support documentation tools.
- High School diploma required (Bachelor's degree preferred) with experience in technical support, customer-facing roles, and/or healthcare environments; familiarity with clinical workflows and hospital operations preferred.
- 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.
Nice To Haves
- familiarity with clinical workflows and hospital operations preferred
Responsibilities
- Serve as the dedicated onsite Baxter representative and trusted advisor, building strong relationships with clinical, operational, technical, and executive stakeholders.
- Drive customer success and product adoption by providing education, demonstrations, workflow optimization, and ongoing support across the Baxter GSS portfolio.
- Act as the onsite subject matter expert for supported technologies, delivering technical support and resolving hardware, software, connectivity, workflow, and integration issues.
- Manage system administration activities, support implementations, upgrades, testing, and maintenance efforts to ensure optimal system performance.
- Deliver onboarding, training, and competency-based education programs that improve user proficiency and maximize utilization of Baxter solutions.
- Monitor customer satisfaction, analyze trends, manage escalations, and drive continuous improvement initiatives to enhance service delivery and outcomes.
- Collaborate cross-functionally with Sales, Customer Success, Service, Clinical, Implementation, Product Management, and Engineering teams to support customer objectives and identify growth opportunities.
Benefits
- medical and dental coverage that start on day one
- insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance
- Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount
- 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching
- Flexible Spending Accounts
- educational assistance programs
- paid holidays
- paid time off ranging from 20 to 35 days based on length of service
- family and medical leaves of absence
- paid parental leave
- commuting benefits
- Employee Discount Program
- Employee Assistance Program (EAP)
- childcare benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
