Service Manager (Diagnostics or Medical Devices Industry)

Work Location: Chennai, India

Role: Full Time 

Qualifications:

• Education: Bachelor’s degree in Biomedical Engineering, Electronics, or a related field.
• Experience: Minimum of 5-7 years in a technical or service management role, preferably in the diagnostics or medical devices industry.
• Technical Expertise: Strong technical skills, with experience in the installation, maintenance, and repair of diagnostic equipment.
• Leadership Skills: Ability to lead a team, with strong organizational and communication skills.
• Problem-Solving: Strong problem-solving abilities, with a focus on delivering effective and timely solutions to customers.
• Customer Service Orientation: Commitment to providing high-quality customer service, with the ability to manage customer relationships effectively.
• Attention to Detail: Keen attention to detail, particularly in maintaining accurate service records and ensuring compliance with company standards.

Roles & Responsibilities

We are seeking a dedicated and efficient Service Manager to support the Senior Service Manager in overseeing the daily operations of our service team. The Service Manager will play a key role in managing service activities, ensuring customer satisfaction, and maintaining the quality of our service delivery. This role involves coordinating with senior management on various aspects such as warranty monitoring, AMC schedule management, post-warranty AMC strategies, and inventory management.

Key Responsibilities:

• Team Coordination: Assist the Senior Service Manager in coordinating the activities of the service team, ensuring all tasks are completed efficiently and on time.
• Customer Support: Act as the primary point of contact for resolving technical issues, providing prompt and effective solutions to customers.
• Warranty Monitoring: Oversee the monitoring of warranties to ensure that all warranty-covered equipment is serviced appropriately, coordinating with senior management for any necessary actions.
• AMC Schedule Management: Assist in developing and maintaining the schedule for Annual Maintenance Contracts (AMC) in coordination with senior management, ensuring timely service delivery.
• Post-Warranty AMC Strategy Coordination: Work with senior management to implement strategies for transitioning customers from warranty coverage to paid AMC services, ensuring customer engagement and satisfaction.
• Backup Instruments and Spares Forecasting: Assist in forecasting the spares requirements for backup instruments, ensuring that adequate stock levels are maintained to meet service needs.
• Tracking Spares for Troubleshooting: Monitor and track spares sent for troubleshooting to ensure timely resolution of issues and return of spares to inventory.
• Data Generation and Reporting: Generate and maintain data related to service activities, warranties, AMCs, and spare parts. Prepare and submit reports to senior management as required, ensuring accurate and up-to-date records.
• Installation and Maintenance: Oversee the installation and maintenance of diagnostic instruments, ensuring that all installations are carried out correctly and that any necessary follow-up maintenance is scheduled and completed.
• Technical Training: Provide training and guidance to service engineers, helping them develop their skills and improve their performance.
• Inventory Management: Assist in managing the inventory of spare parts and backup instruments, ensuring that stock levels are maintained and that any used parts are promptly replaced.
• Compliance and Safety: Ensure that all service activities comply with safety regulations and company policies, and that all necessary safety procedures are followed.
• Customer Data Management: Ensure that customer data, including installation reports and service records, is accurately recorded and regularly updated in the company’s database.
• Support Service Strategy: Work closely with the Senior Service Manager to implement service strategies that align with the company’s goals and objectives.

Share your CV to jai@priffy.com