Senior Manager, Technical Support

Responsibilities

• Lead and manage your human and capital resources to achieve all established targets
• Identifying and developing the desired Customer Service culture for Front Line Care
• Identify the key performance indicators for Customer Service and then putting the principles, programs, and monitoring capabilities in place to achieve those KPI's
• Leading and furthering customer dedication by using NPS and other tools and tactics
• Developing guidelines, policies and procedures which will drive continuous improvement
• Partnering with Service leadership to build and implement the Service and Front-Line Care strategy
• Identifying and executing against lean and or profit enhancement opportunities
• Building and maintaining a collaborative relationship with Sales, Business Partners, Product Marketing, and other key collaborators throughout the enterprise.

Requirements

• 6+ years of relevant experience
• Experience working within regulated industries, healthcare, medical devices, life sciences, or other complex service environments is preferred.
• Bachelor's degree required
• Detail-oriented, results driven, highly accountable
• Excellent data analytical skills and strong financial acumen
• Track record of leading continuous improvement, Lean, operational excellence, or cost-saving initiatives while maintaining a customer-first mindset.
• Proficiency with Microsoft Office Suite, experience with ERP platforms such as SAP and/or JD Edwards is a plus.
• Baxter is committed to supporting the needs for flexibility in the workplace. We do so through our flexible workplace policy which includes a minimum of 3 days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our Mission.
• 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

Benefits

Additional Information

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 This is where we save and sustain lives As the Senior Manager, Customer Service/Technical Support you will have direct reporting responsibilities for all Front-Line Care resources in the Customer Service and Technical support functions in the U.S. Additionally, you will partner with other international Customer Service resources that support the Front-Line Care business and engage with them on best practices-based policies and process to build global harmonization while supporting a One Baxter Force Multiplier. Your team You will be reporting to the Director of Global Services and overseeing a team of supervisors. Front-Line Care is a key business division within Baxter. FLC has a strong product portfolio that provides connected monitoring, intelligent diagnostic and respiratory health solutions including a full range of vital signs, diagnostic cardiology, vision care, physical assessment devices. Baxter's Care and Connectivity Solutions ("CCS") and Front Line Care ("FLC") divisions are $1.9B and $1.2B businesses, respectively and are encouraged to play a major role in Baxter's growth over the coming years, with significant investments being made internally and inorganically.

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