Technical Support Manager - Medical Devices - Cathlab/CT/X-Ray

Job Purpose:

- The job holder is the face of company to solve techno commercial problems on the HIC products like cathlab, Surgery C-arm and DXR x-ray machines. Need to resolve the most complex problems which are not solved by KM level 1 and level 2 top technical specialists.

- Should be able to take commercial decisions like warranty extension, high value spare parts, etc.

- Need to deal with multi cultural global customers.

Key Areas of responsibility:

Technical Support:

- Co-own - Support which is one of the four pillars of overall CS strategy.

- Realize the CS vision to reduce the time to provide solution to Technical Escalation to 30 days from current 144 days.

- Increase the uptime of the product.

- Need to resolve the most complex problems which are not solved by KM level 1 and level 2 top technical specialists.

- Make onsite visit globally to hospitals to bring the escalations under control.

- Provide techno commercial solution to the problems.

- Manage the technical escalations through Viper tool and generate various reports to show the performance.

- Use the Remote Services effectively to fix the problems.

Complaint Handling:

- Get the technical information from KM and provide it to Complaint Handling Unit required during investigation of complaints logged through Mercury and Trackwise tools.

- Provide inputs to SISE team on the observations/ feedback from KM on service documentation, FRUs, etc

- Participate in the FQS programs as Technical Specialist.

- Participate in improvement initiatives and/or Life Cycle Management activities on serviceability and reliability.

- Continuously identify opportunities and support initiatives to improve the processes and Way of Working.

NPI/ LCM:

- Translate customer complaints into design specifications/ inputs to solve the problem upstream in the product.

- Participate in the design reviews of NPI projects.

- Prepare the Service Documentation required during the LCM period of the product.

- Collaborate with development staff to simulate problems in the test environment

- Execute the service validation test cases.

Job Knowledge, Skills & Experience:

- Bachelor/Masters in Bio Medical or Electronics or Electronics and Telecom.

- Experience of 8 - 12 years, Cathlab or CT experience of 6-8 years is must; rest of the experience can be in the medical devices.

- Proficiency on Remote Services to resolve the problems.

- Understanding of the basic technical principle of applicable sub-system/component.

- Understanding of FSE activities on applicable sub-system/component.

- Understanding of service processes used in Healthcare for high end machines including service tools.

- Able to think in service processes from a technical point of view.

- Team player with good communication/presentation skills.

- Able to handle objections, to convince peers and stakeholders based on arguments.

- Ability to handle multiple situations simultaneously.