Senior Manager, Technical Support

Baxter; Skaneateles Falls (NY); Hybrid; USD 136,000 - 187,000; Full time

Benefits offered by this job

Comprehensive health and dental coverage

Employee Stock Purchase Plan

401(k) Retirement Savings Plan

Job summary

Baxter in Skaneateles Falls is seeking a Senior Manager for Customer Service/Technical Support to lead the Front-Line Care team. The role involves overseeing operations, developing customer service culture, and collaborating with various departments to enhance service delivery.

The ideal candidate will have 6+ years of experience in healthcare or regulated industries and a Bachelor's degree. Responsibilities include managing KPIs, driving continuous improvement, and ensuring exceptional results. Baxter offers a robust benefits package and promotes a flexible workplace policy.

Qualifications

• 6+ years of relevant experience in a regulated industry or healthcare.
• Detail-oriented, results driven, highly accountable.
• Track record of leading continuous improvement initiatives.

Responsibilities

• Lead and manage resources to achieve targets.
• Identify and develop desired Customer Service culture.
• Build and maintain collaborative relationships across departments.

Skills

Leadership

Customer Service

Data Analysis

Financial Acumen

Lean/Continuous Improvement

Education

Bachelor's degree

Tools

Microsoft Office Suite

SAP

JD Edwards

Job description

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.

Your Role at Baxter

As the Senior Manager, Customer Service/Technical Support you will have direct reporting responsibilities for all Front‑Line Care resources in the Customer Service and Technical Support functions in the U.S. Additionally, you will partner with other international Customer Service resources that support the Front‑Line Care business and engage with them on best‑practice–based policies and processes to build global harmonization while supporting a One Baxter Force Multiplier.

Your team

You will be reporting to the Director of Global Services and overseeing a team of supervisors.

Front‑Line Care is a key business division within Baxter. FLC has a strong product portfolio that provides connected monitoring, intelligent diagnostic and respiratory health solutions, including a full range of vital signs, diagnostic cardiology, vision care, and physical assessment devices. Baxter's Care and Connectivity Solutions ("CCS") and Front‑Line Care ("FLC") divisions are $1.9 B and $1.2 B businesses, respectively, and are encouraged to play a major role in Baxter's growth over the coming years, with significant investments being made internally and inorganically.

What you’ll be doing

• Lead and manage human and capital resources to achieve all established targets
• Identify and develop the desired Customer Service culture for Front‑Line Care
• Identify KPIs for Customer Service and implement principles, programs, and monitoring capabilities to achieve those KPIs
• Lead and further customer dedication using NPS and other tools and tactics
• Develop guidelines, policies, and procedures that drive continuous improvement
• Partner with Service leadership to build and implement the Service and Front‑Line Care strategy
• Identify and execute against lean and/or profit‑enhancement opportunities
• Build and maintain collaborative relationships with Sales, Business Partners, Product Marketing, and other key collaborators throughout the enterprise

What you’ll bring

• 6+ years of relevant experience
• Experience working within regulated industries, healthcare, medical devices, life sciences, or other complex service environments is preferred
• Bachelor's degree required
• Detail‑oriented, results driven, highly accountable
• Excellent data analytical skills and strong financial acumen
• Track record of leading continuous improvement, Lean, operational excellence, or cost‑saving initiatives while maintaining a customer‑first mindset
• Proficiency with Microsoft Office Suite; experience with ERP platforms such as SAP and/or JD Edwards is a plus

Baxter is committed to supporting the needs for flexibility in the workplace. We do so through our flexible workplace policy which includes a minimum of 3 days a week onsite. This policy provides the benefits of connecting and collaborating in‑person in support of our Mission.

We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all our employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $136,000 to $187,000 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than the anticipated range based on market data and other factors, all of which are subject to change. Individual pay is based on location, skills, expertise, experience, and other relevant factors. This position may also be eligible for discretionary bonuses and/or long‑term incentive. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

US Benefits at Baxter (except for Puerto Rico)

This is where your well‑being matters. Baxter offers comprehensive compensation and benefits packages for eligible roles. Our health and well‑being benefits include medical and dental coverage that start on day one, as well as insurance coverage for basic life, accident, short‑term and long‑term disability, and business travel accident insurance. Financial and retirement benefits include the Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount, and the 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching. We also offer Flexible Spending Accounts, educational assistance programs, and time‑off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits.

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.