Lead, Implementation Engineer

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.

Preferred location is Cary, NC.

Your Role at Baxter

The Lead, Implementation Engineer will be responsible for the development, design, and implementation of documentation, process creation, technology, serviceability, training, and organizational change for the Technical Services organization to support the goals and needs of the Care Communications Service organization and external customers. This role will work cross functionally to collaborate with various teams and have a focus on the serviceability of products and procedures with all aspects of Care Communications.

Your Team

Baxter offers a great benefits package including Healthcare Insurance, 401K, Paid Time Off, Parental Leave, and Employee Stock Purchase Plan.

What you'll be doing

• Own Customer Portal updates and improvements including crafting and maintaining KB articles for external consumption.
• Provide vital inputs and feedback to Customer Success, Sales and Contracts to enable customer optimization of Care Comm systems and increase customer retention (examples: assist with data collection for quarterly reviews, contract renewals, RFP's for new or expanded business).
• Build and maintain a backlog of technology needs for key systems (Salesforce, Jira, Mavenlink, Agile, etc).
• Enable global scalability of all tech services initiatives by working with other contact centers to enable and drive standard processes.
• Be responsible for the product roadmap from a service perspective with a 'design for service' approach.
• Build and revise content including QS documentation, playbooks, job aides, training guides for new product releases.
• Supervise and coordinate all aspects of product release including CPV, LA and GA activities ensuring involvement from professional services and clinical.
• Validate processes for compliance to ensure audit readiness.
• Work as a business partner with the quality group to ensure continued compliance with all quality regulations.
• Define, measure, and monitor service improvement requests to R&D.
• Responsible for creation and implementation of Training/Service Enablement plans.
• Create and handle learning systems relative to tactical plans that include conducting learning assessments, recommending training solutions, training design, delivery method, timing requirements, and required resources.

What you'll bring

• Bachelor's Degree in Business or related field, or equivalent related experience required.
• Minimum of 5 years of technical services in healthcare industry experience, preferred.
• Ability to travel around 20%.
• Care Communications and/or Nurse Call experience, preferred.
• Results-oriented with a validated proficiency to lead and influence others to accomplish goals.
• Excellent written and verbal communication skills, including relevant presentation skills.
• Possess analytical skills, general business acumen, group interaction and facilitation skills, project planning/project management and problem-solving skills.
• Strong leadership skills including proven success in change management, leading through influence and ability to translate technical expertise for non-technical stakeholders across the organization.
• Expert in new technologies including Microsoft suite
• Ability to read, analyze, and interpret technical service manuals, technical bulletins.

We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $80,000 - $110,000 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors. This position may also be eligible for discretionary bonuses. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview.

The successful candidate for this job may be required to verify that he or she has been vaccinated against COVID-19, subject to reasonable accommodations for individuals with medical conditions or religious beliefs that prevent vaccination, and in accordance with applicable law.

Equal Employment Opportunity

Baxter 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.

EEO is the Law

EEO is the law - Poster Supplement

Pay Transparency Policy

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.

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.