Senior Manager, Technical Support

Baxter • Skaneateles Falls, NY

5d • Hybrid

About The Position

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.

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.
• 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.

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.

Benefits

• medical and dental coverage that start on day one
• insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance
• Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount
• 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching
• Flexible Spending Accounts
• educational assistance programs
• paid holidays
• paid time off ranging from 20 to 35 days based on length of service
• family and medical leaves of absence
• paid parental leave
• commuting benefits
• Employee Discount Program
• Employee Assistance Program (EAP)
• childcare benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Senior