Service Operations Manager

Baxter•Santa Clara, CA

34d•$104,000 - $143,000

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 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. 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 you'll be doing Provide direct supervision, leadership, and coaching for a multi-site staff recruiting, hiring, training and developing associates. Perform all personnel-related 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 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. Total responsibility for assigned inventory accuracy. Achieve financial results driving profitability in service revenue through the efficient execution 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, 24-hour 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 counter-measures. Single or multi-site locations with 7 to 28 non-exempt and exempt associates. Annual objectives are solution oriented and relate to sales and service KPI's. Must have the ability to exercise independent judgment to ensure alignment with the overall business strategy. What you'll bring

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.
Must live within geographic area assigned or willing to relocate.

Responsibilities

Provide direct supervision, leadership, and coaching for a multi-site staff recruiting, hiring, training and developing associates.
Perform all personnel-related 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 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.
Total responsibility for assigned inventory accuracy.
Achieve financial results driving profitability in service revenue through the efficient execution 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, 24-hour 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 counter-measures.

Benefits

Baxter offers dental and medical insurance, paid time off, parental leave, and more!
Baxter offers comprehensive compensation and benefits packages for eligible roles.
Our health and well-being benefits include medical and dental coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term 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 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.
Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits.

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