Service Operations Manager

This is where you save and sustain lives

At Baxter we are deeply connected by our mission. No matter your role at Baxter your work makes a positive impact on people around the world. Youll feel a sense of purpose throughout the organization as we know our work improves outcomes for millions of patients.

Baxters products and therapies are found in almost every hospital worldwide in clinics and in the home. For over 85 years we have pioneered significant medical innovations that transform healthcare.

Together we create a place where we are happy successful and inspire each other. This is where you can do your best work.

Join us at the intersection of saving and sustaining lives where your purpose accelerates our mission.

Your role at Baxter

• Provide direct supervision leadership coaching and daily direction for a multisite (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.
• The Customer Service Operations Manager will need to establish strong communication links with the internal sales team to review financial and profitability goals customer service plans and growth opportunities across the rental purchased and Asset Advantage businesses. Accountable for the achievement of revenue generation through Fee for Service (FFS) targets and service contract renewals achievement of set cost targets customer satisfaction associate development and operational improvements.

Your team

• Are you motivated by our mission to save and sustain lives
• The SOM reports to the Senior Manager of Service Operations.
• Baxter offers dental and medical insurance paid time off parental leave and more!

What youll be doing

• Provide direct supervision leadership and coaching for a multisite staff recruiting hiring training and developing associates. Perform all personnelrelated activities including hiring disciplining developing coaching providing work performance evaluation and termination.
• Facilitate culture for a diverse work group. Be a change champion by developing associates and establish an environment for open and proactive communication.
• Establish reputable working relationships with sales colleagues as well as with other departments external customers and suppliers to ensure strategic crossfunctional 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.
• Total responsibility for assigned inventory accuracy.
• Achieve financial results driving profitability in service revenue through the efficient of service resources to complete contract terms and conditions.
• Direct responsibility for FFS generation and meeting set targets while assisting in service revenue retention through the compliance of service contract performance to plan and renewal based on performance and value of service provided.
• Maintain proper cost measures to achieve results within the financial plan.
• Meet or exceed customer satisfaction through related metrics such as elapsed time open calls capital contract compliance 24hour repairs etc. Partner to develop and present quarterly business reviews to customers.
• Identify and resolve problems optimally and expeditiously and strive to provide consistent communication.
• 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.
• Build and maintain a safe work environment while participating in and leading safety initiatives such as investigation of incidents and implementation of countermeasures.
• Single or multisite locations with 7 to 28 nonexempt and exempt associates.
• Annual objectives are solution oriented and relate to sales and service KPIs.
• Must have the ability to exercise independent judgment to ensure alignment with the overall business strategy.

What youll bring

• Bachelors 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 staffs performance while establishing goals and standards to coach develop recognize and reward.
• Demonstrated ability in building customer relationships working as a team player and followingup and following through.
• Must live within geographic area assigned or willing to relocate.
• Physical requirements: The inability to perform any of the following physical requirements does not preclude an applicant from consideration unless following an individualized analysis it is determined that the physical requirement is an essential job function and the applicant is unable to perform such function with or without reasonable accommodation
• The noise level in the work environment is usually moderate.
• 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 nonlatex materials.
• Must follow Baxter infection control policies.

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 employees and we strive to be more transparent with our pay practices. To that end this position has a salary range of $104000 $143000 plus an annual incentive bonus. The actual salary may vary based upon several factors including but not limited to relevant skills/experience time in role business line and geographic/office location.

US Benefits at Baxter (except for Puerto Rico)

This is where your wellbeing matters. Baxter offers comprehensive compensation and benefits packages for eligible roles. Our health and wellbeing benefits include medical and dental coverage that start on day one as well as insurance coverage for basic life accident shortterm and longterm disability and business travel accident insurance. Financial and retirement benefits include the Employee Stock Purchase Plan (ESPP) with the ability to purchase company stock at a discount and the 401(k) Retirement Savings Plan (RSP) with options for employee contributions and company matching. We also offer Flexible Spending Accounts educational assistance programs and timeoff 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. Additional benefits include commuting benefits the Employee Discount Program the Employee Assistance Program (EAP) and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our additional information regarding Baxter US Benefits please speak with your recruiter or visit our Benefits site: Benefits Baxter

Equal Employment Opportunity

Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race color religion gender national origin age sexual orientation gender identity or expression protected veteran status disability/handicap status or any other legally protected characteristic.

Know Your Rights: Workplace Discrimination is Illegal

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If because of a medical condition or disability you need a reasonable accommodation for any part of the application or interview process please click on the link here and let us know the nature of your request along with your contact information.

Recruitment Fraud Notice

Baxter has discovered incidents of employment scams where fraudulent parties pose as Baxter employees recruiters or other agents and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself review our Recruitment Fraud Notice.