Service Operations Supervisor

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. You’ll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients. 

Baxter’s 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. 

Who We Are:

Every day, Baxter touches the lives of millions of patients and providers worldwide who rely on our essential hospital and products and services! You’ll find Baxter’s products and therapies on nearly every floor, in almost every hospital worldwide, in clinics and in the home. Baxter’s employees are building upon the company’s rich heritage of medical breakthroughs to advance the next generation of healthcare innovations that enable patient care. Our commitment to our mission means we are there when patients and healthcare professionals need us, during the critical moments that matter most.

The Service Operations Supervisor will provide direct supervision, leadership, coaching, and daily direction for assigned service location. Site 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. Maintain and build effective relationships with customers and local sales team. Responsible for the achievement of revenue generation through service revenue targets and service contract renewals, achievement of set cost targets, customer satisfaction, associate development, and operational improvements for assigned location.

What You'll Do:

• Facilitate and attend monthly safety meetings.
• Demonstrate a proactive approach to safety awareness and compliance.
• Ensure safety training, meeting and medical testing requirements are kept up to date; ensure that standard work is followed.
• Successfully complete all required safety and compliance learning modules on a timely basis.
• Create an environment that supports a diverse work group.
• Build positive relationships with the sales team, as well as other departments, external customers, and suppliers (Promote cross-functional cooperation and success).
• Development of staff and self through regular meetings and one-to-one interfacing.
• Ability to conduct effective, oral presentations of information to customers and co­workers which may include hospital staff and caregivers, product demonstrations, team meetings, feedback of field activities, and cross‑training of coworkers to complete both service center and field functions.
• Direct responsibility for assigned site inventory accuracy.
• Demonstrate, instruct, and ensure the strict compliance with all federal, state, and local regulations and company policies.
• Support the implementation of all continuous improvement initiatives.
• Directly responsible for the achievement of all key and operational measures at assigned location.
• Prepare cases to justify personnel or equipment requirements and be involved in the acquisition of those requirements.
• Direct responsibility for service revenue generation and compliance of service contract performance.
• Ensure effective and efficient utilization of all resources and assets.
• Initiate and monitor all local expense controls.
• Ensure the appropriate utilization and optimal deployment of all parts and equipment.
• Achieve customer satisfaction through related metrics.
• Work with sales team to present business reviews to customers as needed.
• Identify and resolve problems, effectively and expeditiously.
• Develop and maintain effective relationships with internal and external customers.

What You'll Bring:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Bachelor’s degree is preferred, OR Associate degree plus 5 years of experience in field service-related role, OR Minimum of 8 or more years’ experience in field service-related role, if no degree.
• Previous supervisory or team leadership experience required
• Previous experience working with medical devices in a hands-on environment preferred
• Experience working with FDA regulated products preferred
• Ability to communicate vision and align staff performance; establish goals and standards for staff; build customer relationships; work as a together with others; coach and develop staff; recognize and reward staff performance; and follow-up and follow through on commitments and self and staff work assignments
• Adapts to new technologies and is comfortable with Microsoft Office
• Valid driver’s license and driving record that meets company standards and state requirements
• Schedule flexibility/on-call as required as occasional overnight travel may be required
• Good written and verbal communication skills
• Identify problems and implement solutions, work independently, manage time effectively, and resolve conflict
• Ability to read, comprehend, interpret, analyze, and apply technical information including but not limited to technical manuals, technical bulletins, schematics, etc.
• Effectively present information both verbal and written in one-on-one and small group situations to customers, clients, and other employees of the organization
• Basic mathematical skills related to calculating/analyzing weights and measures, volume, distance, etc.
• Must wear personal protective equipment including but not limited to safety shoes, eye protection, gloves, and protective clothing. Gloves supplied include both latex and non-latex materials.
• Frequently works in environments where biohazards could be present. i.e. Hospitals, Service Centers, and Depots
• Must align with 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 our employees, and we strive to be more transparent with our pay practices. To that end, this position has a base hourly range of $80,000 - $110,000. The above range represents the expected hourly range for this position. The actual hourly rate may vary based upon several factors including, but not limited to, relevant skills/experience, time in the role, business line, and geographic/office location.

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: 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.

Salary : $80,000 - $110,000