Senior Technical Assistance Center Specialist, Radimetrics Focus

Bayer•Tulsa, OK

51d•Remote

About The Position

At Bayer we’re visionaries, driven to solve the world’s toughest challenges and striving for a world where 'Health for all Hunger for none’ is no longer a dream, but a real possibility. We’re doing it with energy, curiosity and sheer dedication, always learning from unique perspectives of those around us, expanding our thinking, growing our capabilities and redefining ‘impossible’. There are so many reasons to join us. If you’re hungry to build a varied and meaningful career in a community of brilliant and diverse minds to make a real difference, there’s only one choice. Senior Technical Assistance Center Specialist, Radimetrics Focus The purpose of this position is to provide enhanced in-depth remote technical and clinical support to internal and external customers for both Bayer Radimetrics products as well as new software specific initiatives while driving improvements in response time, first time fix rates, productivity and overall customer satisfaction. This position sits under the Bayer Customer Response Squad and along with supporting the customer resolution process, this position will also be responsible for supporting other Radimetrics service initiatives to assist in driving operational efficiencies, maintaining quality standards and supporting other business initiatives to achieve organizational objectives. This role will also assist in the development and communication of new procedures and processes that meet industry compliance, regulatory and customer standards. In addition, the incumbent will maintain technical and/or customer required certification and stay up to date with current service procedures/policies to provide customer support in accordance with business needs.

Requirements

High School diploma/GED with applicable help desk and/or customer-facing experience in related fields such as Engineering, Electronics, IT, Computer Science or relevant discipline
Demonstrated technical experience supporting enterprise healthcare IT systems, including Microsoft and Linux-based platforms (CentOS, Red Hat), PACS/RIS environments, and cloud or infrastructure-based solution
Working knowledge of healthcare interoperability standards and technologies, including DICOM, HL7, and web services, with the ability to troubleshoot integration and data flow issues
Strong understanding of Radiology clinical workflows, including image acquisition, networking, storage, and diagnostic image consumption
Knowledge of key Radiology stakeholders and their operational needs, including Radiologists, Technologists, PACS Administrators, Radiology IT, Information Security, and Radiology Administration
Familiarity with common Radiology modalities and their associated imaging and integration requirements
Functional understanding of core Radiology systems, including RIS/HIS, PACS, patient and radiologist worklists, and integration engines or imaging brokers
Ability to communicate effectively and confidently with customers across varying levels of technical and clinical expertise
Strong verbal and written communication skills, including technical documentation and knowledge-base content creation
Proficiency with Microsoft Office and other productivity or support tools required for the role
This role may include domestic (5 -10%) and limited International Travel
Other duties as assigned

Nice To Haves

High School diploma/GED with 8 years of applicable help desk and/or customer facing experience in related fields such as Engineering, Electronics, IT, Computer Science or relevant discipline
Associate’s degree in related fields such as Engineering, Electronics, IT, Computer Science or relevant discipline and 5 years of applicable experience
Bachelor’s degree in related fields such as Engineering, Electronics, IT, Computer Science or relevant discipline and 2 years of applicable experience
Advanced experience or demonstrated depth of knowledge in Radiology clinical and imaging informatics workflows
Industry-recognized technical certifications such as Security +, Network+, Linux RedHat or comparable
CIIP (Certified Imaging Informatics Professional) certification or progress toward certification
Working knowledge of data privacy, cybersecurity, and secure system design principles within regulated healthcare environments
Familiarity with healthcare IT compliance expectations, including change management, validation, and audit readiness

Responsibilities

Provides timely in-depth advanced (Teir 2) technical, clinical and workflow troubleshooting support via phone and email to internal and external customers for Bayer Radimetrics product and other Bayer software specific initiatives as deemed necessary, while driving improvements in response time, first time fix rates, productivity and overall customer satisfaction.
Performs high quality service during customer troubleshooting requests, internal team projects, and process improvement activities. Completes all troubleshooting/support requests and cases in a timely fashion, assists customer implementation requests in a timely manner.
Sustain quality in our platform through continuous testing and focus on data integrity.
Supports product upgrades and other vulnerability mitigation processes as needed.
Assist in documenting and communicating new procedures and processes that meet industry compliance, regulatory and customer standards; includes article writing for our knowledge management system
Build strong relationships across multiple organizations including marketing, new product development, sales and operational excellence.
Facilitate feedback from customers to marketing, sales and product management to ensure continuous customer driven product improvements.
Assists in coaching and mentoring of new members of the team in their technical capacities.
Contribute towards creating a motivational performance/results-oriented team self-organized work environment; contributing to creating a teamwork atmosphere where each team member is willing to participate and go out of their way to help each other.
Participates in rotating On Call schedule providing after-hours support to our external customer base.