Assistant Manager -Technical services
Medtronic
Total years of experience :16 years, 8 Months
Responsible for Technical service for Shruti program Installation, Maintenance, Repair creating Sop for service processes, creation of service manual, service catalogue, aligning shruti service with existing India medtronic service procedures
Key Duties and Responsibilities:
1. To ensure timely installation of instruments as per the specific / defined need of the customer and order.
2. To ensure that all service calls for installation, repairs, AMC and et al are attended and completed successfully within the stipulated time.
3. To control and monitor the usage of spares and ensure smooth spares supply at the Service center / Distributor and branch offices from factories / Warehouse stocks.
4. To achieve the service revenue targets to recover Branch service expenses, spares value by way of AMC, service charges for Out of Warranty instruments, sales of accessories and Spares, Annual Maintenance Contract (AMC Sale) and improving productivity of engineers at all levels.
5. To guide and provide technical support to the distributor service technicians on components specifications, USP, fault finding, trouble shoot, basic product training etc.
6. To prepare 'Tour Schedule' for self and service team, to attend service requirements in the allotted territory to understand field service requirements.
7. To ensure that at all Key accounts / Distributor / Direct customer complaint register is maintained and call status is monitored on regular basis with the help of service coordinators.
8. To attend and settle customer grievances with the help of Regional Service Manager / Sales Team member handling the account (if needed) on the merit of the case.
9. To support Distributors / Sales Team in arranging Free Service Camp Activities, Live Demo’s & Community Demo’s and forward customer feed back to HO.
10. To monitor and record spares consumption for I/W, O/W, defective clearance, and workshop separately.
11. Ensure safety at the workplace by arranging proper tools, instruments etc. Ensure availability of first aid box.
12. Circulate the product feature, important notes to all the directs / dealers / service franchisees for the new series as applicable.
First class