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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.

Summary :

This position is to deliver service excellence for the Hong Kong region for HST & MPT. The person should have experience in Healthcare product industry market, onsite support and technical/service environment. This person will need to provide Level 2 Technical support, coordinate field service action and build up the distributor’s competency in servicing the product efficiently. The person must ensure all product recalls and service protocols are executed timely as well as maintains customer relationships.

Essential Duties and Responsibilities.
install, service and maintain products, distributed by Baxter in the defined area of responsibility i.e within the Depot / Filed service area on both routine and project base per department needs under the direction of direct supervisor, where business trip, filed service tasks or on-call during non-office hours may apply, to meet function and company goals.

• Installation and commissioning
• Preventive maintenance
• Corrective Maintenance /troubleshooting
• Field Actions and other supplemental activities related to service.
• Spare parts management and shipment arrangement

1) Establish & maintain communication & partnership with customers, team members and local/regional/global business contacts.
2) Ensure all activities are performed following the valid service manual/ instructions from regional/global, within the quality system framework.
3) Report all relevant service activity in a timely manner line manager and regional/global business contacts, to ensure updated and accurate service data in the global service system.
4) Establish an excellent partnership with local/regional Baxter BU and function teams (Sales, Marketing, HR, QA, RA, Finance, IT)
5) Actively participate to local sales/communication/marketing meetings where appropriate, proactively deliver Technical Service solution/proposals to support business growth.
6) Track Field Actions and escalate issues if any, to local/regional QA as well as Regional/Global TS
7) Communicate with regional/global TS for distributor’s Technical Support and Technical Trainings, coordinate Field Actions with regional/global counterparties and provide onsite support to distributor where needed.
8) Perform analysis to improve customer satisfaction for assigned products, drive continuous improvement in processes
9) Achieve service level KPIs as set by the Organization
10) Ensure timely arrangement of tools calibrations by 3rd party

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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