Head of Technical Services, Greater 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 responsible for the oversight of the Technical Service field organization supporting the Greater Asia cluster (Taiwan, Hong Kong, Singapore, Malaysia, Indonesia, India, Thailand, Vietnam, Philippines, South Korea) to ensure alignment and coordination among regional TS and local commercial teams in the country.
• It is responsible for managing the TS P&L, cost and capital investment plan, compliance with company requirements, and for delivering on the service levels agreed with the Divisions, Business and Customers. drives TS sales growth in Greater Asia by hunting opportunities, optimizing the sales process, and leading regional initiatives. It requires understanding of technical and commercial aspects of TS and the Asian health markets.
• It is responsible to provide service, training, and consultancy to ensure optimal device performance and the safe delivery of care; ensuring seamless customer support; enabling productivity gains in an increasingly cost-conscious environment, deliver as per associated P/L(s) targets for the respective geographical region.
• This includes the offering and sales of service and of spare parts, the management of the warranty terms and conditions for the distributed hardware, the tender and contract management for either Service product distributed by the company and by third parties, the management of the internal and contracted field organization and local repair centers guaranteeing compliance to the company requirements and service levels defined and agreed with the region, business, and customers.
• The position requires up to 50% travel.
• This role requires coordinating with the EMEA and APAC service marketing and commercial organization to identify and capitalize on commercial opportunities for digital solutions and technical services across Greater Asia. It is essential to ensure a uniform understanding of the TS commercial offering and service value proposition across the geography and deliver on the agreed sales targets partnering with the capital commercial organization.

Essential Duties & Responsibilities:

• Manage the field service organization and the repair center present in the geography ensuring compliance to service requirements, contractual agreements, the company quality system and regional processes and targets.  
• Improve the TS sales process, ensuring accountability for revenue (2.5 million+ $), and completing and implementing agreed regional processes and initiatives.
• Drive regional commercial initiatives to boost sales of digital solutions and technical services in the area. Collaborate with EMEA and APAC regional downstream marketing and global commercial and marketing teams to meet TS sales goals.
• Identify leads and opportunities within the large installed base and leverage technical and commercial competences to sell digital solutions and technical services.
• Contribute to the rapid growth of TS sales in Greater Asia by driving innovation, developing new business models, and growing the digital solutions and technical services portfolio.
• Responsible for creating and maintaining service catalog and pricing strategy, along with appropriate communication plan for internal stakeholders and external customer messaging including distributors.
• Understand and analyze the products, market, competition, and emerging customer needs specific to the Greater Asia region. Leverage the information to develop a strategy and service offerings to fit the needs of the clusters and countries.
• Support Service Launch Readiness and Excellence by partnering with the local service, commercial teams & distributors to ensure service offerings are defined prior to launch and are aligned to the country.
• Create and execute training, tools and marketing collateral to help the region promote the value of service and to successfully sell service to generate incremental revenue and maintain existing customer relationships.
• Partner with Service and Commercial Leadership to evaluate profitability of existing and new service offers, identify trade-offs, actively seek out alternate solutions to overcome barriers and work collaboratively to ensure a positive outcome for the customer and Baxter.
• Identify new service offerings, underserved markets, business models, process improvements, go-to market strategies that are supported by data and can be sustained operationally with short-term ROI.
• Active contributor on the Technical Service & Greater Asia Leadership Team.
• Manage the clusters service P/L in compliance with assigned budget and forecast, ensuring appropriate planning, escalation, reporting and risk mitigation as defined by regional TS lead.
• Liaise with local commercial teams to coordinate strategy and actions. Develop a cross and profitable business as BUs partner.  
• Ensure that prices for spare parts and contractual or ad hoc service offering are coordinated within the region working with regional and global spare parts teams.
• Ensure control of local (workshops and car stocks) spare part inventory to optimize inventory value, related reserves and discards and maximize turns.
• Ensure efficient and effective customer experience, Enhance customer service level and TS productivity through monitoring of service demand with KPIs and performance and improvement of planning processes.  
• Ensure control of service providers, service distributors and/or self-service customers.
• Support and promote EHS compliance.
• Support and promote QA compliance and required certifications (ISO, UL, etc.). Execute Field Actions and product upgrades as per assigned timelines.

Education & Experience:

• Bachelor’s Degree or equivalent
• Ideally, 15 experience in a multinational medical devices organization.
• Previous experience in management of service organizations/enterprises, technical service to electromechanical medical devices is a plus.
• Proved finance knowledge (P/L, budget, cost controls etc.).
• Solid ability to understand commercial requirements, market trends, financial data, and customer needs.
• Critical thinking & problem-solving attitude (thinking outside of the box ability).
• To be a change agent focusing on continuous process improvement & quality/compliance.

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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