Senior Manager, Technical Support

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

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