Full Job Description
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.
Director, Global Technical Services - Digital Support, Business Excellence and Digital Transformation
Baxter provides a broad portfolio of essential renal and hospital products, including home, acute and in-center dialysis; sterile IV solutions; infusion systems and devices; parenteral nutrition; surgery products and anesthetics; and pharmacy automation, software and services. The company’s global footprint and the critical nature of its products and services play a key role in expanding access to healthcare in emerging and developed countries. Baxter’s employees worldwide are building upon the company’s rich heritage of medical breakthroughs to advance the next generation of healthcare innovations that enable patient care. Baxter’s Mission “Save and Sustain Lives” guides our patient centric actions.
One of Baxter’s key Corporate wide initiative is Digital Transformation that focuses on three pillars: Digital Core, Digital Customer Experience, and Digital Health. This initiative guides our product innovation, internal business system roadmap, and external engagement programs including Customer Portals. Global Service will be a vital team member to the Commercial Regions and R&D in all aspects supporting the portfolio and product innovation.
About Global Services
Our organization strives to deliver an unsurpassed value driven experience that makes Baxter an essential service solutions provider for our customers. Every day we are focused on providing quality service that enables our customers to focus on what matters: patient care. Baxter is well positioned to be the best service provider for our customers due to the depth of our product knowledge, years of service expertise, commitment to product serviceability, global footprint, breath of our product line and continued focus on operational excellence.
The Digital Services team is a growing part of the Global Services organization with focus on the operation and maintenance of technology solutions which enable medical devices and clinical information systems to exchange data. The team works with the Service Engineering team and R&D to prepare new products for global launch and to ensure global regional readiness to support all digital products. This team provides guidance to Service Engineering and the regional Service teams to remediate major/critical incidents that may occur at a customer site, as well as contribute to the resolution of other priority incidents. This team, together with the Service Engineering and regional Service teams, is accountable for the successful deployment and operation of a customer’s Baxter technology solution and will have responsibility in the identification of trends and analysis of metrics of performance of those installed solutions. Finally, this team will work closely with Baxter IT to define the strategy, timelines, deployment plans, user acceptance testing, and post monitoring of global Baxter-wide IT business solutions designed to allow more efficient service processes, including digital asset tracking, complaint management and escalation for digital products, and configuration management.
The Director will be part of the Senior Leadership team of Global Service and have responsibility and oversite for all Digital initiatives. The Director will set the strategic direction to ensure that effective solutions are proactively implemented and supported to address and resolve product and connectivity requirements. Establish internal and key external customer relationships and review department long-range strategy. Familiarity with hospital networks is required.
The Director will need to work with Service Engineering and R&D Leadership to develop a digital service strategy and launch support plans for all new products, including training plans and upskilling of the regional teams. This role will provide oversight and escalation support for Global Service regional teams, working cross-functionally with the Service Engineering team, Baxter IT, and R&D. These resolutions can take the form of new software updates, validated workarounds or an approved solution article. The group is focused on providing resolutions to escalated technology incidents which are re-usable and sustainable and enable the restoration of acceptable operating conditions at a customer location. The Director will also lead a team and partner closely with Baxter IT to deploy new global service platforms within the expected timeline and business case, as well as identify future platform needs, roadmaps, budgets, and timelines The Director should have knowledge and experience with technology areas such as hospital IT infrastructure components, Wi-Fi or Wired based networking and/or application software support. Knowledge and experience in Enterprise Resource Planning systems such as JD Edwards, QMS systems, and service ticketing and complaint management systems such as SalesForce.com are also desired.
Essential Duties and Responsibilities – Direct teams to:
New Product Development
Align closely with Service Engineering and R&D on new product development to provide Service requirements and launch preparation needs
Provide Product Improvement ideas based on field use experience
Partner with key stakeholders to define product vision, strategy, roadmap and supporting metrics required to deliver and enhance digital products. Partner effectively with field and R&D leaders throughout design and deployment of digital programs.
Engage with regional service heads to ensure there is structured regional and country technical support on digital products. Provide high level of technical support, as needed, and perform root cause analysis for problems experienced within area of functional responsibility. Participates in the resolution of escalated customer related service requests
Engage with Service Engineering, Baxter IT, R&D, and 3rd party providers as needed to collaborate on the resolution of escalated customer issues
Ensure deployment and maintenance of digital competencies including training of existing field teams and recruiting when needed.
Provide recommendations on technologies or adoption of existing technologies to meet the objectives of global service
Continuously looks for ways to improve the services through structured change management process (Continuous Improvement)
Digital Transformation Support
Lead Digital Transformation initiative in Global Service including Digital Core, Digital Customer and Digital Health
Set strategic direction and oversee execution of Service optimization initiatives
Continually assess the competitive landscape and emerging industry trends
Effectively communicate digital strategy to senior field and business leaders
Assure teams have strong Program Management processes
Oversee execution of significant business system and digital customer experience programs (e.g. SalesForce Deployment, SalesForce integration, Technical Support Portals, Tableau dashboard integration, and any future programs)
Diverse and strong IT background with hospital network/connectivity experience. Strong team building and talent management skills, and the ability to motivate team members to achieve goals. Strong program management including the ability to manage multiple projects, priorities and/or teams across multiple functions. Must be a strategic, innovative problem solver, and have strong influencing and communication skills. Proven track record of delivering on commitments. Strong orientation towards customer service, including a lean operational and data-driven mindset. Requires budget/financial acumen, and strong business background. Must be process oriented and be able to define and implement new processes and standards. Commercial acumen with digital or software products would be a strong plus
Education and/or Experience
Bachelor's degree in Computer Science or a related field preferred or relevant systems experience. Must have 10+ years of progressive information systems experience in multiple areas of IT, including enterprise software architecture, cloud platforms, wireless device technology, and/or EMR integration, and 5+ years of management experience. Healthcare or medical device experience is required. MBA or MS a plus.
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.
EEO is the Law
EEO is the law - Poster Supplement
Pay Transparency Policy
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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