Technical Services Manager ANZ

This is where you save and sustain lives

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.

Baxter's products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work.

Join us at the intersection of saving and sustaining lives—where your purpose accelerates our mission.

Position Objective

Provide direction and leadership to Baxter’s Technical Service organization in Australia and New Zealand (ANZ) with 45+ technical service resources and other affiliates in Oceania. To ensure a high level of customer satisfaction by effectively and efficiently managing technical service operations. This position is responsible to support ANZ business, deliver service revenue of US$5.5 million, manage cost as per plan and have an entire P&L responsibility.

Duties and Responsibilities

• Sales of all Baxter's Services Packaged portfolio across ANZ to achieve or exceed assigned sales goals.
• Submit accurate weekly forecasts based on intelligent and realistic pipeline management along with any other reporting requirements, in conjunction with Baxter’s and Legacy Hillrom CRM
• Promotes increase of gross profit across all Baxter Services value propositions
• Identify, develop and close leads for the business and refer to internal leads when appropriate.
• Provide direction, set goals and measure performance as per appropriate Key Performance Indicators (KPIs).
• Ensure all staff, distributors, service contractors perform tasks in compliance with Baxter and other regulatory guidelines.
• Oversee management of cost centre, capital equipment budgets and ensure business objectives are met.
• Develop policies and procedures for technical service operations, while also meeting commercial objectives.
• Ensure complete and accurate service records to build product service history, facilitate product quality improvement and provide up to date information to Business Units regarding technical issues.
• Ensure Baxter loan, demonstration equipment is safe and performing to specifications.
• Liaise with commercial, clinical and other stakeholders to maintain up-to-date understanding of product specifications, quality standards to ensure effective and efficient repair/ servicing of equipment.
• Disseminate appropriate technical information to relevant technical service team members, including authorised third-party contractors.
• Ensure all employees are treated fairly, per their skills, education, qualifications, experience, abilities and aptitudes, without discrimination so decisions are based on merit and equal opportunity.
• Participate in Global and Regional team meetings to ensure timely communication of customer and business requirements.

• Ensure products are installed and serviced complying with relevant standards to meet regulatory and customer requirements.
• Ensure business relationships reflecting basic principles of Baxter shared commitments.
• Implement continuous improvement strategies as appropriate.
• Ensure Environmental, Health & Safety standards as per Baxter guidelines and policies.

Qualifications – Desirable and Essential

• Minimum qualification of Bachelor Degree in electronics or equivalent.

Experience – Desirable and Essential

• Business management experience, preferably in a customer focused environment
• Strong technical skills with at 10+ years of practical experience in a relevant service field
• Experience in assessment and application of Australian and international Standards
• Knowledge and experience in service and repair of electromechanical devices or equivalent medical devices

Skills/Technical

• Ability to communicate clearly and effectively with all levels with staff, contractors and customers.
• Business management skills, preferably in a customer focused environment.
• Ability to influence or persuade others, clearly and effectively present ideas.
• Ability to collaborate and effectively share information with team members and customers.
• Ability to work with team to achieve the best business outcomes.
• Ability to build high morale and group commitments to goals and objectives.
• Ability to influence actions and opinions of others in a desired direction,
• Creates an environment that supports continuous improvement.
• Effectively manage job prioritization in accordance to business needs and customer requirements.
• Project management skills.

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an e-mail to ************@baxter.com and let us know the nature of your request along with your contact information.

Recruitment Fraud Notice

Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.