Service Operations Manager, Asia

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.

Role Summary:

• This position is reporting to Assoc. Director of Technical Services – ASIA and is responsible for leading all service operations efforts within all business units in Asia markets; enable achievement of Revenue & Margin requirements, distributor management & excellence including third party service providers, spare parts (strategy, planning & execution) & repair operations & strategy. 
  The incumbent will be responsible to ensure the Asia markets service operations initiatives are met and is consistently managing the distributors. The person will also be overseeing the service spare parts strategy and responsible for the region to meet the service productivity targets. 

Essential Duties & Responsibilities:

Service Operation Management 

• Achieving customer satisfaction goals by cultivating a customer orientated and focused service practices across countries
• Continuous improvement in operation effectiveness including driving cost saving initiatives 
• Making sure all Field Actions/product recalls, defects are replaced timely and recall protocols are executed and reported
• If necessary, to function as site supervisor/PM for major projects
• Analyze and prepare reports on monthly, quarterly, annual basis for the ASIA service operations 

Service Escalations Management 

• Work closely with country leads on proactive escalations support 
• Work with SME (Subject Matter Experts) by BU to examine and assist in escalations trending, analysis to improve on technical support 
• Work on SFDC for effective escalation management and resolutions 

Spare Parts Strategy and Operations 

• Work with Global Spare parts team to collaborate on spare parts strategy & framework for Asia 
• Determine right strategy by aligning with local stakeholders, supply chain & leadership by country 
• Ensure spare parts are managed to maximum customer satisfaction
• Work closely with distributors, where applicable, to have optimum spare parts inventory for end customers, reducing Turn Around & repair times 
• Evaluate and work with country leads on old inventory including discard & sales to distributors 

Repair Operation Management

• Assist in Managing repair operations across depots located in SE Asia 
• Drive standardization of processes to achieve KPI are met for local operations 
• Work with country leads inventory levels are at optimum levels to ensure ontime delivery 
• Work with country leads to ensure field actions are executed on time 
• Determine right strategy across repair centers for harmonization
• Develop & Execute repair strategy for New products 
• Enable standardization of processes across depots in SE Asia. 
• Distributors Management
• Work closely with country leads on managing distributors and driving channel excellence 
• Work with SME to assist in training framework & execution, timely completion of trainings from service compliance perspective.
• Ensure right business model for key countries, e.g. direct or indirect or hybrid service models 
• In cooperation with Service Leads work on onboarding, off boarding distributors & Third party service providers. This includes working on service agreements, SLA & Scope of works, capability assessments. 
• Work closely with Third party service providers to ensure they meet Quality Standards, KPI & SLA provided by Baxter 

Managing Team

• Developing talents in the service team
• Recruiting talents to continue driving growth in service
• Coaching and provide support to individuals
• Ensure all existing and new sales/distributors are adequately trained
  

Education & Qualifications:

• Bachelor’s Degree or equivalent in Electrical or Mechanical Engineering or Science an advantage
• Minimum of 12 years’ service business experience
• Substantial experience in working in international / global matrix organizations
• Knowledge of managing P&L and controlling service cost is a must
• Experienced in managing customer expectation and maintaining high customer satisfaction in any situation and circumstances
• PMP Certification is desired
• Lean Six Sigma Certification is preferred
• Entrepreneurial thinker and acts towards company’s objectives
• Ability to effectively manage ambiguity and lead without authority
• Demonstrates high level of engagement, self-starter attitude and a good negotiator
• Hands-on mentality with the willingness to take on responsibility and ownership to deliver high level of service
• Strong aptitude for process and systems
• Proven skills in the areas of planning and operational excellence
• Must be comfortable in developing relationships with senior business executives and management of major clusters
• Demonstrates methodical and organized working style
• Extremely capable to manage and communicate internationally (through virtual, remote communication tools) –both written and verbal in technical and non-technical environment
• Able to interpret financial data
• Leader in customer service – professional approach to internal/ external clients
• Ability to meet deadlines and demonstrates effective time management skills
• Excellent business ethics and integrity
• Demonstrates a flexibility in operational style to meet the requirements or multi-culture position
• Have a “CAN DO” attitude and comfortable with being a change agent to challenge status quo

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.

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