Technical Field Service Supervisor (Poland and Czech Republic)

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Summary

The Technical Field Service Supervisor provides comprehensive leadership - technical, organizational, and disciplinary - for the Field Service Technician teams across Poland and the Czech Republic. This role is accountable for delivering high-quality, compliant, and economically efficient technical service for advanced medical device portfolio. Key responsibilities include implementing and continuously improving service processes, driving exceptional customer satisfaction, and ensuring strict adherence to all internal and regulatory requirements

Essential duties and responsibilities

1.     Leadership & Organization

• Lead and develop the assigned service teams (Poland and Czech Republic), overseeing all performance management and disciplinary responsibilities.

• Define and execute the strategic direction for the service operations in Poland and the Czech Republic, aligning with regional and global business objectives.

• Manage all workforce planning, including personnel forecasting, capacity management, and scheduling to ensure optimal service coverage and efficiency.

• Drive the complete performance management cycle: setting individual target agreements (KPIs), conducting performance evaluations, and creating robust qualification and development plans for all team members.

• Actively coach, motivate, and mentor the team, reinforcing a primary focus on customer orientation, workplace safety, and technical quality standards.

• Cultivate a respectful, high-performance work environment focused on accountability, quality, and exceptional customer service.

2.     Service Operations & Quality

• Direct the team's daily technical operations, including workforce deployment, service ticket prioritization, and providing expert technical guidance.

• Ensure the timely, high-quality execution of all field service activities, including new installations, preventative maintenance, complex troubleshooting, and safety-relevant testing.

• Enforce strict adherence to all service processes, documentation standards, and critical regulatory requirements, including MDR and ISO 13485.

• Actively monitor, analyze, and report on key service performance indicators (KPIs), such as Service Level Agreement (SLA) adherence, first-time fix rates, and customer response times.

3.     Quality Assurance & Process Excellence

• Own and guarantee the implementation of, and adherence to, all legal, regulatory, and internal quality requirements (e.g., ISO 13485, MDR, and comprehensive occupational and environmental safety standards).

• Lead and coordinate the preparation, execution, and follow-up phases for all internal and external quality audits within the service area of responsibility.

• Drive the continuous improvement and optimization of service processes through effective collaboration with cross-functional stakeholders and adjacent departments.

• Oversee the accurate documentation, rigorous analysis, and formal reporting of relevant service key performance indicators (KPIs), such as First-Time Fix Rate, equipment downtime, and customer satisfaction scores.

4.     Interface Management & Communication

• Foster close, collaborative relationships with cross-functional teams, including Sales, Product Management, Customer Service, Quality Assurance, and Therapy Specialists, to ensure holistic and seamless customer support.

• Serve as a primary expert advisor to both internal and external stakeholders, providing authoritative guidance on complex technical service strategies and challenges.

• Actively represent the Field Service department in high-priority, cross-departmental meetings and strategic projects.

• Manage and resolve customer escalations, serving as the senior point of contact for complex technical or operational challenges to maintain customer confidence and loyalty.

• Ensure representation and active participation in regional and national service meetings, internal business reviews, and specialized workshops to drive consistency and strategic alignment.

5.     Continuous Improvement & Development

• Lead and champion continuous process and service improvement initiatives, utilizing methodologies such as Six Sigma or Lean principles to enhance operational efficiency.

• Proactively identify and assess team training needs, initiating and overseeing internal development measures and specialized training programs to enhance technical expertise and soft skills.

• Synthesize and communicate critical feedback on device performance issues, customer satisfaction data, and suggestions for improvement to relevant internal departments (e.g., Product Management and R&D).

• Actively participate in regional and national service projects, major service tool rollouts, and the technical launch support of new medical device.

6.     Budget Responsibility & Resource Planning

• Contribute to the annual budget planning process for the Field Service region, forecasting resource needs, capital expenditure, and operational costs.

• Enforce rigorous cost control across all team expenditures, actively managing and analyzing costs related to travel, spare parts and consumables, and personnel.

• Assume responsibility for the proper use, maintenance, and capital accountability of all assigned company assets, including technical service equipment and company vehicle fleet

The position requires travel combined with external overnight stays within Poland / Czech Republic. (<30% of the time).

Professional Qualifications, skills and experience needed

• Education: Completed technical studies in a relevant field (e.g., Medical Technology, Electrical Engineering, Mechanical Engineering) or possession of a comparable technical qualification and equivalent professional experience.

• Industry Expertise: Possesses deep, sound knowledge of the medical technology sector, with proven expertise specifically in technical field service operations.

• Regulatory Compliance: Demonstrates a strong understanding of critical regulatory requirements within the healthcare sector, including the Medical Device Regulation (MDR) and ISO 13485 quality management standards.

• Technical Field Service: A minimum of five (5) years of relevant professional experience in technical field service, with a strong preference for candidates whose experience is within the highly regulated medical technology industry.

• Native Polish and very good English required.

• Management/Leadership: At least two (2) years of management or demonstrated leadership experience within a technical field, including direct personnel management or significant leadership roles in large-scale projects.

• Leadership & Communication: Demonstrated strong, inspirational leadership and superior interpersonal communication skills necessary for team motivation and cross-functional collaboration.

• Customer & Service Focus: Possesses a high degree of customer and service orientation, prioritizing customer satisfaction and service excellence in all operational decisions.

• Cognitive Abilities: Exhibits strong analytical thinking, advanced problem-solving skills, and superior organizational and planning capabilities.

• Personal Attributes: Demonstrates a high level of personal responsibility, effective assertiveness, and proven resilience under pressure, suitable for managing critical service situations.

We offer

• Fixed-term contract for 6 months and then for an indefinite period.

• Competitive salary, annual bonuses, recognition award program.

• Possibilities for development on a personal and professional level in one of the leading global MedTech companies.

• Package of benefits including Private medical care (Lux Med), Life Insurance, Multisport card.

• Bax4U - cafeteria/lunch cards (300 PLN).

• PPE program with very attractive conditions available for each employee after 3 months.

• Educational support: fully covered language courses (English or other languages according to business needs), financial certifications (ACCA, CIMA).

• Co-financing of holidays and an additional 2 days off from work annually.

• Day off for birthday!

• Employee Stock Purchase Plan.

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 minimum salary for this position is 184 000,00 PLN annually. Your initial pay could be at the minimum or higher based on skills and expertise, experience, and other relevant factors, all of which are subject to change. This position may also be eligible for competitive benefits, discretionary bonuses, and/or long-term incentive. 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.

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.

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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