Lead Engineer, Technical Services India at Baxter International

Gurugram, Haryana, India

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical DevicesIndustries

Requirements

Experience in 2nd level technical support for diagnosing and troubleshooting onsite or remotely
Ability to build key relationships with global technical support, business unit teams, regional SMEs, distributors, cluster leadership, and internal/external teams
Knowledge of pre and post-sales technical support
Familiarity with warranty claim, RMA processes, complaint handling, and post-market surveillance
Capability to champion new initiatives, evaluate business models, and implement solutions
Experience supporting sales and regional service teams for new products, deriving service models, and pricing for projects/tenders
Skills in cross-training on other business units (BU) for backup support
Ability to provide onsite support for escalations, critical installations, and customer visits
Responsibility for basic technical support in Front Line Care and managing business through distributors/third-party providers
Expertise in distributors service management, including product recalls, installation support, installed base management, and analytics for parts consumption/contract packages
Accountability for all KPIs related to services in India (e.g., response and resolution time)
Experience executing service support plans, gathering customer feedback, conducting NPS surveys, and supporting spare parts sales strategies

Responsibilities

Provide 2nd level technical support to diagnose and troubleshoot issues onsite or remotely
Build relationships within global technical support, business units, and regional SMEs to address issues, share best practices, and implement solutions
Offer pre and post-sales technical support
Facilitate warranty claims, RMA processes, and distributor support for complaint handling with post-market surveillance
Champion new initiatives, including business model evaluations and changes for HST business
Support sales and regional service teams for new products/solutions, derive service models/pricing for projects/tenders
Act as ambassador for services, partnering with internal (commercial, marketing, product) and external (distributors/customers) teams to drive service excellence
Cross-train on other BUs for backup and support customer issues; provide onsite support for escalations/critical installations and visit customers
Manage basic technical support for Front Line Care and business through distributors/third-party providers
Build relationships with distributors, cluster leadership, and regional teams to drive service excellence
Ensure timely and compliant product recalls, working with QA, regional, and global teams
Provide installation support and installed base management for India; build analytics for parts consumption, contracts, and productivity
Own all service KPIs across India, including response/resolution times
Execute service support plans per country business priorities
Gather regular customer feedback and conduct NPS satisfaction surveys with customers/distributors
Support spare parts sales strategy and contracts to distributors
Partner with distributors and provide onsite support for escalations as required

Skills

Technical Support

Troubleshooting

Customer Relationship Management

Warranty Claims

RMA Processing

Post Market Surveillance

Pre-Sales Support

Post-Sales Support

Onsite Support

Sales Support

Service Excellence

Cross-Training

Baxter International

Provides essential medical products and services

About Baxter International

Baxter International provides a wide range of medical products and services essential for healthcare. The company operates in several areas, including critical care, hospital care, nutritional care, renal care, and surgical care. Its products are used in various settings, from emergency rooms to home healthcare, helping to meet the needs of patients and healthcare professionals. Baxter develops, manufactures, and distributes medical devices, pharmaceuticals, and biotechnology products, generating revenue through sales to healthcare providers and institutions. A key aspect that sets Baxter apart from competitors is its recent acquisition of Hillrom, which enhances its ability to offer comprehensive healthcare solutions. The company's goal is to improve care outcomes and increase access to healthcare through continuous innovation and a focus on patient needs.

Deerfield, IllinoisHeadquarters

1931Year Founded

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Paid Vacation

Paid Parental Leave

401(k) Retirement Plan

401(k) Company Match

Employee Stock Purchase Plan

Commuter Benefits

Mental Health Support

Risks

Needle-free injection technology could disrupt Baxter's traditional injection-based therapies.

Shift to home healthcare may require Baxter to adapt its product offerings.

Growing digital health importance necessitates further investment from Baxter to stay competitive.

Differentiation

Baxter's acquisition of Hillrom enhances its comprehensive healthcare solutions portfolio.

Strong focus on patient-centric innovation sets Baxter apart in the healthcare industry.

Baxter's partnerships, like with Ayogo, leverage digital health for improved patient outcomes.

Upsides

Baxter's investment in Medically Home aligns with the growing home healthcare market.

Rising demand for personalized medicine offers Baxter opportunities for targeted therapies.

Expansion in telehealth supports Baxter's integrated healthcare solutions strategy.

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