Service Operations Manager at Baxter International

Santa Clara, California, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical DevicesIndustries

Requirements

Ability to provide direct supervision, leadership, coaching, and daily direction for a multi-site (geographically disbursed) staff
Experience in training and performance management in safety, customer satisfaction, continuous improvement, key performance metrics, SOPs, and work instructions for technical and customer service teams
Strong communication skills to establish links with internal sales team for financial/profitability goals, customer service plans, and growth opportunities across rental, purchased, and Asset Advantage businesses
Accountability for revenue generation through Fee for Service (FFS) targets, service contract renewals, cost targets, customer satisfaction, associate development, and operational improvements
Capability to facilitate a culture for diverse work groups, act as a change champion, and establish open/proactive communication
Skills in conducting biannual/annual performance reviews and personnel activities (hiring, disciplining, developing, coaching, evaluating, terminating)
Ability to develop key project plans justifying personnel/equipment needs and execute to completion
Knowledge of inventory accuracy management
Expertise in financial results, profitability, cost measures, and service resource execution
Proficiency in customer satisfaction metrics (elapsed time, open calls, capital contract compliance, 24-hour repairs) and presenting quarterly business reviews
Problem-solving skills to identify/resolve issues expeditiously with consistent communication
Compliance knowledge of federal, state, local regulations, and company policies

Responsibilities

Provide direct supervision, leadership, coaching, recruiting, hiring, training, and development for multi-site staff
Perform personnel-related activities: hiring, disciplining, developing, coaching, performance evaluations, and termination
Facilitate culture for diverse work group and establish environment for open/proactive communication as a change champion
Establish reputable working relationships with sales, other departments, external customers, and suppliers for cross-functional cooperation
Conduct biannual/annual performance reviews to set, supervise, and execute expectations
Achieve operational results and key performance metrics in safety, development, customer satisfaction, operations improvements, and cost containment; reassess priorities and realign goals
Develop and execute key project plans for personnel and equipment requirements
Maintain total responsibility for assigned inventory accuracy
Achieve financial results and profitability in service revenue through efficient execution of service resources, FFS generation, meeting targets, and service contract renewals based on performance
Maintain proper cost measures to achieve results within financial plan
Meet or exceed customer satisfaction metrics; partner to develop and present quarterly business reviews
Identify and resolve problems optimally and expeditiously with consistent communication
Ensure compliance by demonstrating, instructing, and monitoring federal, state, local regulations, and company policies

Skills

Key technologies and capabilities for this role

leadershipteam supervisioncustomer servicecontinuous improvementSOPsperformance metricsrevenue generationfinancial goalsservice contract managementoperational improvementscoachingtrainingsafety

Questions & Answers

Common questions about this position

What benefits does Baxter offer?

Baxter offers dental and medical insurance, paid time off, parental leave, and more.

Is this a remote position or does it require being on-site?

This information is not specified in the job description.

What are the key responsibilities of the Service Operations Manager?

The role involves providing direct supervision, leadership, and coaching for a multi-site staff, achieving key performance metrics in safety, customer satisfaction, and operations, establishing communication with sales teams, and conducting performance reviews.

What is the company culture like at Baxter?

Baxter's culture is driven by courage, trust, and collaboration, where colleagues are united by the mission to save and sustain lives, empowered to take ownership, and held accountable for exceptional results.

What does the team structure look like for this role?

The Service Operations Manager provides direct supervision for a multi-site, geographically disbursed staff and reports to the Senior Manager of Service Operations.

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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