Service Operations Manager

About the role

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.

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.

Responsibilities

• Provide direct supervision, leadership, coaching, and daily direction for a multi-site (geographically disbursed) staff. Overall responsibility for training and performance in the areas of safety, customer satisfaction, continuous improvement, achievement of key performance metrics and following all SOPs and work instructions for a technical and customer service focused team.
• Establish reputable working relationships with sales colleagues, as well as with other departments, external customers and suppliers to ensure strategic cross-functional cooperation and success.
• Conduct biannual/annual performance reviews to ensure performance expectations are set, supervised and executed.
• Achieve operational results achieving all key performance metrics in the areas of safety, development, customer satisfaction, operations improvements and cost containment to reassess priorities and realign goals.
• Develop key project plans to justify personnel and equipment requirements and execute to completion.
• Achieve financial results driving profitability in service revenue through the efficient execution of service resources to complete contract terms and conditions.
• Maintain and meet or exceed customer satisfaction through related metrics such as elapsed time, open calls, capital contract compliance, 24-hour repairs, etc. Partner to develop and present quarterly business reviews to customers.
• Ensure compliance by demonstrating, instructing and monitoring of all federal, state, and local regulations and company policies while supervising to ensure the implementation of all continuous improvement opportunities for all operational processes and standards.

Requirements

• Bachelor’s Degree required.
• 5+ years progressive supervisory experience (related industry preferred).
• Ability to travel overnight and up to 50% within the geographic assigned area.
• Proficient digital literacy in Microsoft Office.
• Proven competence in presenting vision and aligning staff’s performance while establishing goals and standards to coach, develop, recognize and reward.
• Demonstrated ability in building customer relationships, working as a team player, and following-up and following through.
• Frequently works in environments were biohazards could be present. i.e. Hospitals, Service Centers, and Depots. Must wear personal protective equipment including but not limited to safety shoes, eye protection, gloves, and protective clothing. Gloves supplied include both latex and non-latex materials.

Qualifications

• Must be authorized to work for any employer in the U.S.

Skills

• Strong leadership and management skills.
• Excellent communication and interpersonal skills.
• Ability to manage multiple projects simultaneously.
• Knowledge of regulatory compliance and company policies.

Benefits

US Benefits at Baxter (except for Puerto Rico)

• Medical and dental coverage starting on day one.
• Insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance.
• The Employee Stock Purchase Plan (ESPP) with the ability to purchase company stock at a discount.
• The 401(k) Retirement Savings Plan (RSP) with options for employee contributions and company matching.
• 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.
• Commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits.

Pay

$112,000 - $168,000 plus an annual incentive bonus.

Schedule

Full-time position.