National Head - Customer Service/After Sales - Medical Equipment

National Head- Customer Service-After Sales-Medical Equipment

Location: Head Office, Gurgaon

Level: Deputy General Manager

Job Responsibilities :

- Supporting a team of 20 RSM/ASM, 25 Channel Partners working in field across India for the smooth service delivery to customers.

Strategic Planning & Execution:

- Devise Service Strategy for each of the product line.

- Initiate and lead the activities to implement strategy

- Hand in Hand Co-Ordination with Sales Team to grow Business Network Planning:

- Optimize the service delivery network across India as per business needs.

- Identify, Evaluate and Appoint efficient and energized resources as a part of network.

- Design, Implement & Monitor Partner Evaluation tools and KPI Operational Management:

- Drive service KPI's and Customer Satisfaction

- Continuous rigor and drive for change to bring operational excellence.

- Regular interlocks between service & sales team for customer Issues and business development Service Business & Cost:

- Drive Service Business and Revenue Targets for the year.

- Bring Operational efficiency to control cost. Design measures to control parts and labor cost.

- Drive service pricing initiatives and contracts portfolio to suite market and business needs. People Management:

- Utilize the Performance and Development Plan to communicate and assess performance objectives, competency lists and development plans for direct reports

- Ensure effective performance management system is implemented and aligned with overall organization.

- Provide support, recognition and feedback to assist associates to achieve their performance standards

- Act as coach, guide and mentor employees.

Education/Skillset/Experience:

- Candidate should have Degree in Electronics/Electrical engineering with 15-20 years of service experience with min 5 years in National role. An MBA is a preferred choice.

- Excellent in communication skills.

- Must have Experience in Healthcare Domain. Experience in Healthcare Imaging technologies will be an added advantage.