Technical Services Lead

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.

Portfolio:

• Patient Support Systems (PSS)

Role Summary:

• The Greater Asia Technical Services PSS Lead will be regional point of contact for all technical escalations, technical trainings, Technical compliance and technical readiness for NPI. 
• This is a high-profile role and will be responsible for driving Service Revenue, ensuring the local Technical Service teams are able to provide world class support to this product group. This role will be working closely with Asia and Global TS leadership & Engineering teams & report into Greater Asia TS Leader. 

Essential Duties & Responsibilities:

Drive Service Revenue together with country teams & provide support to the local Technical Services teams in the Asia region for PSS Devices.  Duties to include, but not limited to:

Technical Escalation:

• Be the point of escalation for technical issues in Asia and ensuring communication flows both to/ from the local countries to global teams, including tools, calibration & device specific requirements for on time service.
• As a Level-2 technical expert, extend support to countries either directly or through system support or local community. Short-circuit to local Commercial point of contact once the escalation requires both Technical / Commercial involvement.
• Become a liaison between the Asia Technical Services Department and the manufacturers of the products through the Global Service Teams. Explore solutions with other regions (GEM) for solutions & best practice sharing
• Work closely with country TS teams to review trends and derive insights for improvement in KPI and driving on-time escalations. Be the owner of applicable KPI for PSS devices across Asia & proactively promote best practice sharing within countries.
• Consolidate/deep-dive for escalation at regional level, lead and communicate regularly with country TS teams to ensure timely flow information related to technical updates, Field Actions, TSB, EOS.
• Ensure all processes are in place and being followed by country TS teams for on-time escalations & driving key metrics with country teams to achieve customer satisfaction
• Support distributor management & ensure countries have appropriate support for their product lines. Support bench repair activities (where applicable) including onsite support-troubleshooting, escalation support, new setups & liaise with global teams for setting up, installation/calibration & implementation activities.

Technical Training:

• Continuing education receives information/education from Global Service department through regular communication – emails, periodic conference calls through a regular attendance.
• Be the Regional Master trainer; conduct training for country trainer/s. Ensure availability of local trainers in countries, including Distributor markets and ensure timely training/ re-certification of technical resources in countries.
• Be a joint decision maker on selecting right candidates for country trainers together with local country leadership & transfer knowledge to make trainers self sufficient
• Ensure availability of updated training curriculum and standardize training program within the region.

Technical Compliance:

• Work closely with local and global QA teams to drive on time Field Actions.
• Ensure effective implementation of Service process changes, Field Actions, Upgrades, VIPs in Asia region in close collaboration with Quality, local SME’s and Technical Services Managers.
• Provide regional overview to leadership on product install base, KPIs, escalations and any other updates as required. Participate, support & lead local audits as needed.
• Ensure CEC (Customer Experience Center) where applicable including maintenance and support for customer demos

Technical Readiness NPI:

• Manage the Technical Services implementation of new products within the portfolio into the Asia region.  This will involve working with Global Engineering, local SME’s and Technical Services Managers to ensure that the local countries are able to launch within the specified timeframe. 
• Ensure to identify technical risks with EOS products and highlight to country TS teams for appropriate solutions
• Support & drive new solutions such as Connectivity, new offerings & solutions

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 Result 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 (preferably medical instrumentation or electro-mechanics) or equivalent through experience (at least 5 years, 10+ years preferable)
• At least 6-8 years’ experience as service engineer on electro mechanical medical devices.
• Previous experience working within Technical Service teams in a regional/global environment.
• Basic financial and accounting knowledge
• 5+ years of continuous experience and good KPI track record on specific technology (CARDIOLOGY & PSS Devices)
• Fluent in English Language
• Be trained and maintained on the specific products / platforms (Basic-Extended-MFG-Advance Troubleshooting- etc.)
• 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
• Computer Skills: Extensive Knowledge in MS-Office/ Visio/ Projects
• Good Understanding in utilizing SAP/JDE/Tableau Analytic reports
• Good understanding in Quality Systems
• Good understanding / comprehension of Digital arguments

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.

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