Technical Support Supervisor

7 months ago

Mississauga, Canada BAXTER Full time

**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.

**Your role at Baxter**:
The Technical Support Supervisor, will provide leadership, coaching, and daily direction to the technical support team, with a focus on training, performance, customer satisfaction, continuous improvement, and key performance metrics. They also assist in developing and following standard operating procedures (SOPs) and work instructions for the team. Additionally, they provide technical expertise in troubleshooting, complaint processing, and resolution. They administer and coordinate customer service programs, schedule personnel, and communicate customer service policies and procedures. They evaluate the effectiveness of customer service operations and coordinate with other departments to ensure efficient operations.

**What you'll be doing**:

- Adheres to all environmental, health, and safety SOPs, equipment, policies, and procedures.
- Accountable for employee training and adherence to SOPs, and reviews all ENV and SFT SOPs annually.
- Manages workload and human resources needs, including scheduling and vacation planning.
- Interviews and makes hiring recommendations for open positions.
- Orients new employees on department policies and procedures and reviews position responsibilities.
- Prioritizes work assignments and special projects, and sets quantitative and qualitative standards.
- Trains, develops, and motivates direct reports to improve performance and prepare for higher-level positions.
- Evaluates employee performance and recommends actions such as promotions, transfers, or corrective action.
- Communicates and administers personnel programs and procedures, and resolves pay-related issues.
- Provides direction and support to the Customer Service, Technical, and Operational support staff, and performs operational and technical troubleshooting as needed.

**What you'll bring**:

- 6-8 years relevant experience
- A form of secondary education preferred.
- Adapts to new technologies and is comfortable with Microsoft Office
- Ability to understand and meet the expectations and requirements of internal and external customers
- Ability to communicate with internal and external customers with clarity, patience, understanding, and courtesy
- Ability to use tools necessary for troubleshooting and resolve conflicts

**Reasonable Accommodations**

**Recruitment Fraud Notice**

Baxter 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 Recruitment Fraud Notice.

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