Associate Director - Technical Services (Canada)

Vantive: A New Company Built on Our Legacy

Since last year, Baxter has been on a journey to separate our Kidney Care segment into a standalone company. Vantive* will build on our nearly 70-year legacy in acute therapies and home and in-center dialysis to provide best-in-class care to the people we serve. We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us.

At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us are driven to help improve patients’ lives worldwide. Join us as we revolutionize kidney care and other vital organ support.

*Completion of the proposed sale of Vantive to funds managed by the Carlyle Group is subject to receipt of customary regulatory approvals and satisfaction of other closing conditions.

Your role

The Associate Director, Technical Services has accountability for customer satisfaction and the management of cross-functional and sales relationships within the Vantive organization. Responsible for the achievement of all area performance metrics and operational measures in the areas of revenue generation, cost containment, customer satisfaction, employee development, and operational improvements.

Provide direct leadership and coaching to multi-site organization responsible for the safe, effective, and efficient delivery of a wide variation of service programs for company or customer owned products.

The geographic scope includes all Canadian field and depot locations.

The Associate Director Technical Service reports to the Sr. Director Americas Service. You will lead a number of Customer Service Operations Managers and Regional Service managers that run the greater teams of both Field Technicians and Team Leads.

What you'll be doing

Technical Service management

• Provide direction, set priorities and assure proper performance as it pertains to Renal and other 3rd part businesses.

• Secure compliance with local and Vantive Corporate procedures and policies.

• Ensure that service technicians and their supervisors have the tools, proper training and follow processes to fulfill our customer expectations and to develop their own careers.

• Lead new product releases and enhancements to resolve serviceability of the product and settle requirements for training, test equipment, tools, spare parts, manuals and instructions.

• Drive deployment of Field Actions (FAs) in a timely manner and fulfilling assigned budget.

• Drive team to exceed Area revenue goals by providing the highest level of customer service and through the cooperation with local sales efforts.

• Directly responsible for achieving Area revenue goal for contract sales and fee for service activities.

Business partnership management

• To meet local service levels committed by the business with external customers, by maintaining the right balance between operation perfection, and cost and ensuring 100% compliance. To keep a close relationship with Sales and Marketing (GBU’s) by supporting medical equipment sales and providing valuable focus as a strategic business partner.

• To develop and keep close relationship with customers through regular contact and visits according to the segmentation focused on the service optimization and the development of new businesses.

• Be available to travel to support Sales and Marketing through customer visits.

• Lead equipment related problems by optimally communicating with all departments to resolve issues which affect product quality or customer satisfaction.

Operational Excellence, monitoring, and control

• Develop and deploy a short/long term TS strategy to enable cost savings and profit oriented opportunities.

• Drive operational excellence by standardizing depot and field repair processes

• Work with other Service managers to integrate all of Service.

• To lead with Finance the TS budget and forecast process

• To monitor and control the KPIs (key performance indicators): operational, spare parts, quality, compliance, and customer satisfaction.

• Adopt new IT tools implementation and deliver a lean/flexible structure to fulfill the business unit’s demands.

Talent Management

• Ensure CTS objectives are in alignment with global / local business priorities

• Identify internal and external best-demonstrated practices and ensure that skills and capabilities exist within the organization to complete the strategy.

What you'll bring

• Bachelor degree in Science / Engineering

• 7+ years previous management experience required, like industry preferred

• Ability to travel extensively, up to 70% of the time· Knowledge of medical technologies management focused on the customer’s satisfaction

• Budget management experience

Nice to have:

• Advanced degrees in Science

• Knowledge of Healthcare therapies

• Knowledge of intra-hospitable management

• Operational and financial skills, knowledge

Baxter is committed to supporting the need for flexibility in the workplace. We do so through our flexible workplace policy which includes a minimum of 3 days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our Mission.

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Reasonable Accommodations

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