Cistron Systems - General Manager - Customer Service

- We are seeking a dynamic and experienced General Manager to oversee our customer service and product service operations for medical equipment, specifically CSSD equipment, oxygen generators, and OT products.

- The ideal candidate will have a proven track record in managing service teams, a deep understanding of the medical equipment industry, and strong leadership skills.

Responsibilities:

Customer Service Management:

- Manage all customer complaints and inquiries in a timely and effective manner.

- Implement strategies to reduce downtime and increase customer satisfaction.

- Ensure proper spare parts management and timely delivery.

Service Sales:

- Drive service sales through maintenance contracts and other service offerings.

- Develop and implement pricing strategies to maximize profitability.

Cost Optimization:

- Reduce expenses through quality planning and process improvement.

- Optimize resource allocation and utilization.

Team Development:

- Conduct regular training programs for field engineers to enhance their skills and knowledge.

- Foster a positive and high-performance work culture within the service team.

SOP and System Management:

- Update and maintain standard operating procedures (SOPs) to ensure compliance with industry standards and regulations.

- Implement and maintain efficient systems and processes to support service operations.

Customer Escalations:

- Handle all customer escalations promptly and professionally.

- Collaborate with cross-functional teams to resolve complex customer issues.

Qualifications:

- Master's degree in engineering or a related field.

- 10+ years of experience in customer service and product service management, preferably in the medical equipment industry.

- Strong leadership skills and ability to manage a team of 40+ employees.

- Proven track record in driving customer satisfaction and service excellence.

- Excellent communication and interpersonal skills.

- Fluency in English and Hindi.

- Willingness to travel extensively throughout India to meet with customers and conduct field audits