Hillrom and Baxter have united, creating one of the world's leading medical products companies. We are committed to our shared vision to transform healthcare. We're building on the legacy and strengths of two historically innovative and socially responsible companies that-when joined together-should better serve our patients, customers and communities. This is an exciting time to join us as we begin a new chapter, together.
No matter your role at Baxter, your work makes a positive impact on people around the world. You can expect to work with caring people who value relationships. Our teams are strong and empowered because we value differences. This is where you can do your best work and thrive in an international environment. This is where you can belong.
Description
JOB SUMMARY:
The Service Operations Supervisor reports to the Service Operations Manager and provides direct supervision, leadership, coaching, and daily direction for assigned service center. Site 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. Maintain and build effective relationships with customers and local sales team. Responsible for the achievement of revenue generation through service revenue targets and service contract renewals, achievement of set cost targets, customer satisfaction, associate development, and operational improvements for assigned location.
ESSENTIAL DUTIES AND RESPONSIBILITIES: - Other duties may be assigned:
Safety
Facilitate and attend monthly safety meetings.
Demonstrate a proactive approach to safety awareness and compliance.
Sustain a clean and safe work environment, including 5S activities.
Ensure safety training, meeting and medical testing requirements are kept up-to-date; ensure that standard work is followed.
Successfully complete all required safety and compliance learning modules on a timely basis.
Ensure all assigned staff complete all required safety and compliance learning modules on a timely basis.
Identify safety concerns and correct as necessary.
Supervise & Manage
Select, train, and ensure optimum team performance.
Create an environment that supports a diverse work group.
Establish good working relationships with sales team, as well as with other departments, external customers and suppliers (Ensure cross-functional cooperation and success).
Development of staff and self through regular meetings and one-to-one interfacing.
Conduct annual APEX (performance) reviews to ensure performance expectations are set, monitored and executed.
Maintain a high performance workforce.
Execute change initiatives.
Create environment for open, continuous and proactive communication.
Exhibit excellent time management, verbal and written communication skills.
Present and Train
Ability to conduct effective, oral presentations of information to customers and coworkers which may include:
In-services to hospital staff and caregivers
Product demonstrations
Team meetings
Feedback of field activities
Cross training of coworkers to complete both service center and field functions
Operational Results
Direct responsibility for assigned site inventory accuracy.
Ensure rapid and accurate work order completion.
Demonstrate, instruct and ensure the strict compliance with all federal, state, and local regulations and company policies.
Monitor the implementation of all continuous improvement initiatives.
Directly responsible for the achievement of all key and operational measures at assigned location.
Prepare business cases to justify personnel or equipment requirements, and be involved in the acquisition of those requirements.
Financial Results
Direct responsibility for service revenue generation and compliance of service contract performance.
Ensure effective and efficient utilization of all resources and assets.
Initiate and monitor all local expense controls.
Ensure the appropriate utilization and optimal deployment of all parts and equipment.
Customer Service
Achieve customer satisfaction through related metrics.
Work with sales team to present business reviews to customers as needed.
Identify and resolve problems, effectively and expeditiously.
Develop and maintain effective relationships with internal and external customers.
In addition to the responsibilities above, the Service Operations Supervisor will at times be required to complete tasks and responsibilities outlined in the Field Service Technician job descriptions as the needs of the business require.
Supervisory responsibilities include:
This job is a leadership role with management authority. The Service Operations Supervisor will lead the hiring process, performance management and has the ability to oversee work distribution and administer discipline to employees.
Qualifications
EDUCATION, EXPERIENCE, QUALIFICATIONS AND SKILLS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
BS/BA required
Previous supervisory or team leadership experience strongly preferred
Previous experience working with medical devices in a hands-on environment preferred
Experience working with FDA regulated products preferred
Ability to communicate vision and align staff performance; establish goals and standards for staff; build customer relationships; work as a team player with others; coach and develop staff; recognize and reward staff performance; and follow-up and follow through on commitments and self... For full info follow application link.
Hillrom is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity. Please click https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf To view the EEO is the Law poster.