Lead Engineer, Technical Services

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. 

Essential Duties & Responsibilities:

Technical Support

• Second level technical support to diagnose and troubleshoot onsite or remotely.
• Build key relationships within the global technical support, business unit teams & regional SME to address issues, bring best practices and implement timely solutions for customers.
• Provide pre- and post-sales technical support.
• Facilitate Warranty Claim and RMA process & distributor support for complaint handling with post market surveillance team.
• Champion new initiatives including business models evaluation & changes relevant for Healthcare Systems & Technologies (HST) business.
• Support sales team together with regional service teams for new products and solutions, actively derive service models & pricing for new projects/tenders.
• Be ambassador for services, partner with internal (commercial, marketing, product) teams and external teams (distributors/customers) to drive service excellence and exceptional customer service.
• Cross train on other BU for backup and supporting customer issues.
• Provide onsite support as needed for escalations and critical installations.
• Visit customers & communicate effectively for critical issues and drive solutions.
• Take additional responsibility for basic technical support for Front Line Care & managing business through distributor/third party service provider.

Distributors Service Management

• Build key relationships with the distributor, cluster leadership and regional technical support teams to leverage our network of expertise across the region to drive service excellence.
• Ensure product recalls are prioritized and completed in timely & compliant manner, working closely with QA, regional & global teams.
• Installation support and installed base management for India, build analytics for parts consumption, contract packages and drive productivity to ensure right parts are ordered.
• Responsible for all KPI for Services across India, including response and resolution time.
• Execute service support plans  as per country business priorities.
• Gather regular feedback from customers & conduct NPS satisfaction survey  with customer/distributors.
• Support spare parts sales strategy and contract to distributors.
• Partner with distributor & provide onsite support for escalations as required.

Functional Requirements & Competencies:

• Confident in communicating professionally and effectively with both customers and internal stakeholders with the ability to set and manage expectations.
• Capability to remain calm and controlled within pressurized circumstances, whilst maintaining the level of urgency.
• Disciplined, independent in executing tasks, but also a strong team player
• Highly organized with a very strong attention to detail.
• Take ownership and be accountable.
• Understand KPIs and can adapt working practices to ensure service level is maximized
• Strong customer focus and results oriented.
• Self-motivated with a high level of initiative.
• Ability to recognize and escalate potential issues in a timely manner engaging the right counterparts ( locally – regionally – globally both technical / quality / commercial).

Qualifications & Experience:

• This position requires a technical degree or equivalent through experience
• Minimum 8 years’ experience as Service Engineer
• Previous experience working within Technical Service teams in a regional/global environment.
• Ability to prioritize and communicate effectively both within the Regional / Local Service and the Commercial.
• Customer facing skills.
• Ability to manage through people.
• Ability to identify continuous improvement opportunities.

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.

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here 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.