Service Operations Manager

About the role

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 within safety, customer satisfaction, continuous improvement, achievement of 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.

They are 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

• This role will be a part of a dynamic team who achieve results with our various internal and external customers. You will be at the forefront of making a difference in our patients lives.
• Baxter offers a great benefits package including Healthcare Insurance, 401K, Paid Time Off, Parental Leave, and Employee Stock Purchase Plan.

What you'll be doing

• Provide supervision, leadership, and mentoring for single and multi-site locations with 7 to 28 non-exempt and exempt associates - including recruiting, hiring, training and developing.
• Establish reputable working relationships with sales colleagues, as well as with other departments, external customers and suppliers to ensure strategic cross-functional collaboration and success.
• Conduct biannual/annual performance reviews to ensure performance expectations are set and performed. Be a change champion by developing associates and establish an environment for open and proactive communication.
• Achieve operational results by 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 support personnel and equipment requirements.
• Achieve financial results by driving profitability 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.
• 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, efficiently and strive to provide consistent communication.
• Ensure compliance by demonstrating, instructing and monitoring 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.

What you'll bring

• Bachelor's Degree required.
• 5+ years supervisory experience (related industry preferred).
• Ability to travel overnight and up to 30% within the assigned area.
• Proficient computer skills in Microsoft Office.
• Proven competence in communicating 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 an excellent teammate, and following-up & following through.
• Live within geographic area assigned or willing to relocate.
• Salesforce experience preferred.

Pay and benefits

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 salary range of $104,000 to $143,000. The above range represents the expected base salary range for this position. The actual salary may vary based upon several factors including, but not limited to, relevant skills/experience, time in the role, business line, and geographic/office location.

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.

Benefits

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