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.
What you'll be doing
- 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.
What you'll bring
- 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.
Baxter is committed to supporting the needs for flexibility in the workplace. We do so through our flexible workplace policy which includes a minimum of 3 days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our Mission.
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 our employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $136,000 to $187,000 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors. This position may also be eligible for discretionary bonuses and/or long-term incentive. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview.
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.
US Benefits at Baxter (except for Puerto Rico)
This is where your well-being matters. 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. Join us and enjoy the competitive compensation and benefits we offer to our employees. For additional information regarding Baxter US Benefits, please speak with your recruiter or visit our Benefits site:
