Senior Manager, Customer Service/Technical Support

Baxter and Hillrom are now united as one company. Together, we embark on a new phase in our transformational journey to save and sustain lives worldwide. We are creating new opportunities to accelerate product and digital innovation across care settings, enable efficiencies and improve care outcomes for patients and providers. Our combined portfolio of leading products and solutions will serve even more people worldwide.

For us, this is more than just a job. Here, youll find purpose and pride as we meet the challenges of a rapidly evolving healthcare landscape. We are thrilled to unite two patient-centric cultures that value diversity and inclusion, professional growth and social responsibility. Together, we create a place where we are happy, successful and inspire each other. Learn more about #LifeAtBaxter

This is where you can do your best work. Where your purpose accelerates our mission.

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.

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Job Description - Senior Manager, Customer Service/Technical Support (22122440) **Job Description**

Senior Manager, Customer Service/Technical Support - 22122440 Hillrom and Baxter have united, creating one of the worlds leading medical products companies. We are committed to our shared vision to transform healthcare. We're building on the legacy and strengths of two historically innovative and socially responsible companies thatwhen joined togethershould better serve our patients, customers and communities. This is an exciting time to join us as we begin a new chapter, together.No matter your role at Baxter, your work makes a positive impact on people around the world. You can expect to work with caring people who value relationships. Our teams are strong and empowered because we value differences. This is where you can do your best work and thrive in an international environment. This is where you can belong.

**Description**

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 create global harmonization while supporting a One Baxter Force Multiplier.

Your responsibilities will encompass supporting the vision and strategy of the Service Organization and the Front-Line Care Business Unit while working with various functions including Product Service, Field Service, Capital Sales, SmartCare Sales, Distribution Partners, Service Operations, Manufacturing Operations and Logistics, Program Management and Service leadership. You will also align and work with our Quality, Finance, Marketing and Engineering functions on projects and initiatives.

Utilizing your strong organizational and communication skills you will drive and continue to foster the customer loyalty-based culture for the Customer Service function. In addition, you will enhance the development and growth of our extreme ownership cultural initiative.

**Key Responsibilities:**

Your primary responsibility will include the following:

* 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 KPIs

* Leading and furthering customer loyalty by using NPS and other tools and tactics

* Developing the best practices, policies and procedures which will drive continuous improvement

* Partnering with Service leadership to build and execute 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 stakeholders throughout the enterprise.

We are looking for a team player who is proactive and highly collaborative. Person will be involved in the development of the functional vision and strategic planning. You will be able to anticipate and identify roadblocks and gracefully work your way through or around them. Your attention to detail is very high and you must continually strive to reach accurate and appropriate outcomes in the time allotted.

**Qualifications**

**Qualifications:**

* Successful candidates will have a minimum of a bachelors degree with additional education or advanced learning being a plus and 10-15 years experience.

* The individual will be able to demonstrate a history of success in Customer Service, Customer Care, Technical Support, Sales Order Entry and the associated systems and tools.

* Medical industry knowledge and experience is a plus. Excellent verbal, written, and business communication skills coupled with outstanding organizational, relationship building, and problem-solving skills are a must.

* Will demonstrate the ability to work both independently and collaboratively with team members.

* Strong knowledge of Microsoft Office applications, including Word, Power Point, Project, Visio, and Excel are required.

* Proficiency in SAP and JD Edwards is a plus.

The successful candidate for this job may be required to verify that he or she has been vaccinated against COVID-19, subject to reasonable accommodations for individuals with medical conditions or religious beliefs that prevent vaccination, and in accordance with applicable law.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.

**Job**

: Technical Service **Primary Location**

: United States-New York-Skaneateles Falls **Schedule**

: Full-time **Travel**

: No Posting Entity : Hillrom