Lead Engineer, Technical Services - India

Gurgaon, Haryana
Permanent
Full-time

6 hours ago

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.Technical Support

2nd 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 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

Equal Employment OpportunityBaxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.Reasonable AccommodationsBaxter 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 here and let us know the nature of your request along with your contact information.Recruitment Fraud NoticeBaxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our .

Baxter

Apply Now