Service Operations Manager

Job Description In this role you will provide direct supervision, leadership, coaching and daily direction for a multi‑site (geographically disbursed) staff. Overall responsibility for training and performance in the areas of safety, customer satisfaction, continuous improvement, achievement of key performance metrics and following all SOPs and work instructions for a technical and customer service focused team. Your Team • The SOM reports to the Senior Manager of Service Operations. • Baxter offers dental and medical insurance, paid time off, parental leave, and more! What You'll Be Doing Provide direct supervision, leadership, and coaching for a multi‑site staff (7 to 28 non‑exempt and exempt associates) recruiting, hiring, training and developing associates. Perform all personnel‑related activities, including hiring, disciplining, developing, coaching, providing work performance evaluation, and termination. Establish reputable working relationships with sales colleagues, as well as with other departments, external customers and suppliers to ensure strategic cross‑functional cooperation and success. Conduct biannual/annual performance reviews to ensure performance expectations are set, supervised and executed. Achieve operational results achieving all key performance metrics in the areas of safety, development, customer satisfaction, operations improvements and cost containment to reassess priorities and realign goals. Develop key project plans to justify personnel and equipment requirements and execute to completion. Achieve financial results driving profitability in service revenue through the efficient execution of service resources to complete contract terms and conditions. Direct responsibility for Fee for Service (FFS) generation and meeting set targets while assisting in service revenue retention through the compliance of service contract performance to plan and renewal based on performance and value of service provided. Meet or exceed customer satisfaction through related metrics such as elapsed time, open calls, capital contract compliance, 24‑hour repairs, etc. Partner to develop and present quarterly business reviews to customers. Ensure compliance by demonstrating, instructing and monitoring of all federal, state, and local regulations and company policies while supervising to ensure the implementation of all continuous improvement opportunities for all operational processes and standards. What You'll Bring Bachelor’s Degree required. 5+ years progressive supervisory experience (related industry preferred). Ability to travel overnight and up to 50% within the geographic assigned area. Proficient digital literacy in Microsoft Office. Proven competence in presenting vision and aligning staff’s performance while establishing goals and standards to coach, develop, recognize and reward. Demonstrated ability in building customer relationships, working as a team player, and following‑up and following through. Frequently works in environments where biohazards could be present. i.e. Hospitals, Service Centers, and Depots. Must wear personal protective equipment including but not limited to safety shoes, eye protection, gloves, and protective clothing. Gloves supplied include both latex and non‑latex materials. 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 employees, and we strive to be more transparent with our pay practices. To that end, this position has a salary range of $112,000 – $168,000 plus an annual incentive bonus. The actual salary may vary based on several factors including, but not limited to, relevant skills/experience, time in role, business line, and geographic/office location. 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) 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. 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. #J-18808-Ljbffr