Head - Technical Service - India & South Asia - Healthcare/Medical Devices

Technical Service Head - India and South Asia

Primary responsibilities :

- Managing service operations with focus on implementing company's policies and procedures.

- Heading post-sale service operations ensuring customer satisfaction and business retention.

- Ensure timely Installation of Equipment through team.

- Monitoring and ensure compliance of company warranty and to reduce warranty cost.

- Achieve the service revenue targets through AMCs & CMCs

- Optimized customer satisfaction by communicating with the customers to comprehend the requirements.

- Conduct technical training programs to enhance skills and motivational levels of Service Team

- Develop relations with the key customers.

- To provide product feedback and ways to improve product quality to Management.

- Monitor product support systems and processes to continuous improvement of Service quality.

- Assessing the response of customer complaints to ensure prompt resolution of the same on a daily basis. Monitoring Complaint resolution Region wise for continuous improvement.

- Handle Business volume of $ 2 Mil USD.

- Develop a strong team - Operational excellence over 15 people with high productivity.

Candidate Profile :

Background and Experience :

- Progressive track record of Technical Expertise.

- Post sales Service experience (~10-15 years) in the healthcare/medical device field

- Experience of handling team of min 10 to 15 people

- Experience working within multinational business organizations

- Direct experience interacting and dealing with key opinion leaders and other leading roles in the scientific and clinical community

- Must have experience in Capital equipment servicing.

- Experience in the medical laser market in general and/or in the fields of high end equipments.

- Must have strong experience of leading specialized teams.

- Ability to interact with senior management /CEO's of big hospitals