National Application Support Manager - Medical Equipment Manufacturer

We are hiring for one of our Medical equipment manufacture client, Review Job role and apply.

Position: National Application Support Manager

Location: Andheri East, Mumbai

Experience: 12+ Years

Company:

Incepted in the year 1979, headquartered in Mumbai, India. It is recognized as India's largest In-vitro Diagnostic Company and offers solutions in Biochemistry, Hematology, Coagulation, Immunology, Urinalysis, Critical Care, Diabetes Management, Microbiology and Molecular Diagnostics. It's the first Indian company to manufacture and export state-of-the-art blood analyzers and reagents.

Responsibilities:

- Improve Application Satisfaction Index (ASI) Score

- Implement Effective Product Training's to the end user to reduce application related calls

- Devise, Implement and monitor online application support and knowledge base management for internal and external customers

- Support and guide on Escalation Cases from field Application team

Purpose of the Position:

To lead a team of application Specialists in India & Bhutan. Implement excellence and Innovation in application support in all portfolios with the help of technology, training and scientific knowledge. Act as Subject Matter Expert between R&D and customers to resolve all scientific and application issues.

Position Responsibilities Include, But Are Not Limited To:

- Build and manage a high performing team of Field Application Specialists and Managers

- Provide comprehensive user training on IVD platforms in the laboratory environment or in training Centre as well as troubleshooting customers technical issues and collaborate well with field application specialists to achieve customers- service satisfaction

- Determines Application solutions in accordance with product and customer specifications

- Provide Consultative Solutions for clients and prospects by assessing client's business objectives facilitate test kit selections, workflow design and disease management strategies, Suggest & Implement Laboratory workflow solutions

- Support field Application specialists and customers with clinical expertise

- Support the implementation of reagent/instrument projects on the clinical side

- Develop strategy for on-going client satisfaction, retention and testimonials

- Report Application productivity and client feedback, Track critical / lost accounts, Troubleshoot process and product issues, design and coordinate solutions for client, Provide evaluation, support for product comparisons, Report industry and market trends, Report client satisfaction and needs Support customers over the phone if needed

- Contribute to developing and improving customer support and technology transfer infrastructure

- Develop and maintain positive working relationships with internal teams (sales, business development, R&D) and customer base

- Coordinate troubleshooting efforts with Service Engineers, Technical Support, QA and R&D to ensure timely problem resolution

- Conduct training for internal & external customers

- Conduct initial workflow training for customers

- Provide any additional training and support of additional applications and reagent to ensure successful integration into customer's workflow

- Develop and execute seminar trainings for customers

- Respond to customer requests for technical assistance in a timely and profession manner

- Maintain commitment to TBM competencies and values

- Maintain current knowledge of IVD products and technology developments

Apply if you interested on above position along with following details:

Current CTC
Expected CTC
Notice Period

Please feel free to call me in case of any clarifications.

Precilla S.
Sr. HR Executive
T: +91-22-26843739 /40
M: +91-8655855445