Service Operations Manager

Baxter International Inc.•Birmingham, AL

23h•$112,000 - $154,000

About The Position

The Service Operations Manager provides direct supervision, leadership, coaching, and daily direction for geographically dispersed, multi-site staff. The role is responsible for training and performance in safety, customer satisfaction, continuous improvement, key performance metrics, and compliance with SOPs and work instructions for a technical and customer-service-focused team. The manager oversees 7 to 28 exempt and non-exempt associates and performs personnel activities including recruiting, hiring, training, development, coaching, performance evaluations, discipline, and termination. The role works cross-functionally with sales colleagues, other departments, customers, and suppliers. It is accountable for operational and financial results, service revenue and Fee for Service targets, service contract performance and retention, customer satisfaction, project planning, and compliance with applicable regulations and company policies. The position reports to the Senior Manager of Service Operations and requires overnight travel up to 50% within the assigned geographic area. Work may take place in environments where biohazards could be present, requiring personal protective equipment.

Requirements

Bachelor’s degree.
At least 5 years of progressive supervisory experience; related industry experience preferred.
Ability to travel overnight and up to 50% within the assigned geographic area.
Proficiency with Microsoft Office and digital tools.
Ability to present a vision, align staff performance, establish goals and standards, and coach, develop, recognize, and reward associates.
Demonstrated ability to build customer relationships, work as a team player, and follow up and follow through.
Ability to work frequently in environments where biohazards may be present, including hospitals, service centers, and depots, and to wear required personal protective equipment such as safety shoes, eye protection, gloves, and protective clothing.

Nice To Haves

Supervisory experience in a related industry.

Responsibilities

Provide direct supervision, leadership, coaching, and daily direction for geographically dispersed staff of 7 to 28 associates.
Recruit, hire, train, develop, coach, discipline, evaluate, and, when necessary, terminate associates.
Build effective working relationships with sales colleagues, other departments, external customers, and suppliers to support cross-functional cooperation.
Conduct biannual or annual performance reviews and ensure performance expectations are established and met.
Achieve key performance metrics relating to safety, associate development, customer satisfaction, operational improvement, and cost containment; reassess priorities and realign goals as needed.
Develop project plans that justify personnel and equipment requirements and execute the plans through completion.
Drive service profitability through efficient use of resources and fulfillment of contract terms and conditions.
Generate Fee for Service revenue and meet established targets; support service revenue retention through contract compliance, performance, and renewals.
Meet or exceed customer satisfaction measures, including elapsed time, open calls, capital contract compliance, and 24-hour repairs.
Partner in developing and presenting quarterly business reviews to customers.
Demonstrate, instruct, and monitor compliance with federal, state, and local regulations and company policies.
Supervise implementation of continuous improvement opportunities across operational processes and standards.