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Baxter
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Lead Engineer, Technical Services

Lead Engineer, Technical Services

Baxter

8 - 13 years

25 - 30 Lacs

gurugram

Posted:1 day ago| Platform:

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Skills Required

service management service level onsite support spare parts healthcare customer service continuous improvement technical support analytics recruitment

Work Mode

Work from Office

Job Type

Full Time

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.

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.

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Lead Engineer, Technical Services