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. 

SUMMARY

Reporting to the Business Operations Manager Italy & Greece, this role acts as a senior service operations partner with full ownership of end-to-end service administration across Italy, and supporting European markets. The position serves as a key interface between hospitals, clinical customers, field service engineers, technical teams, and internal stakeholders, ensuring service excellence, regulatory compliance, and high levels of customer satisfaction in patient-critical environments.

WHAT YOU'LL BE DOING:

Own and govern the complete lifecycle of customer service requests, including RMAs, service and replacement orders, and quotations, ensuring accuracy, compliance, and timely execution within internal systems.Act as a primary operational contact for hospitals and healthcare customers, proactively managing expectations, communicating repair status, delays, revised quotations, and outbound shipments, with a strong focus on continuity of care and patient impact.Ensure service-level performance, including response times and repair turnaround targets, through daily operational oversight; identify risks and critically delayed orders early and escalate appropriately to management.Lead complaint management activities in alignment with Quality and Regulatory requirements, ensuring structured investigation, documentation, resolution, and customer feedback follow-up.Drive service quotation processes in close collaboration with field service engineers and bench technicians, supporting repairs, upgrades, service requests; actively follow up with customers to facilitate timely decision.Manage escalations and returns, taking ownership of customer and product-related complaints and overseeing RMA transactions, excluding out-of-box failures and returns for credit managed by Customer Care.Provide functional leadership and cross-regional support, acting as a reliable backup for service administrators in other markets and ensuring operational continuity during peak periods or absences.Contribute to continuous improvement initiatives, streamlining service processes, strengthening customer communication, and improving operational efficiency in complex healthcare environments.Demonstrate flexibility and ownership, taking on additional responsibilities as required to support business priorities, customer satisfaction, and patient safety.Good knowledge of the English language, both written and spoken, for the consultation of technical documentation.Good knowledge of IT systems, including laboratory applications, warehouse management systems, and the Microsoft Office package.

WHAT YOU'LL BRING:

Proven experience in a customer service or front office role.

Outstanding communication and interpersonal skills.

Strong organizational abilities with keen attention to detail.

The ability to successfully implement solutions and resolve issues effectively.

Proficiency in using office software and equipment.

A positive attitude and the ability to work collaboratively within a team.

The ability to determine priorities and manage time effectively.

Good knowlede of English. Greek language knowledge is a plus.

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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