Senior Manager, Technical Support

About the role

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.

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.

Qualifications

• Proven leadership and management skills
• Strong interpersonal and communication skills
• Ability to work effectively in a fast-paced environment
• Knowledge of healthcare industry regulations and standards

Skills

• Customer service and technical support experience
• Strategic planning and execution
• Financial analysis and budgeting
• Project management
• Collaboration and teamwork
• Problem-solving and decision-making

Benefits

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.

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 our employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $136,000 to $187,000 annually. 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 may also be eligible for discretionary bonuses and/or 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.

Pay

The estimated base salary for this position is $136,000 to $187,000 annually.

Schedule

This position may require some flexibility in terms of work hours and days.

Address

Skaneateles, NY 13153