Responsible for meeting the daily service repair needs of medical device equipment with defined quality standards & optimum utilization of resources in assigned territory with focus on achievement of customer service excellence.
Key Responsibilities• To manage and execute the installations and warranty service. Conduct Preventive Maintenance Programs and Tray Audits as per technical expertise and timelines given. To provide on-site Service Support to customers across the defined region for repair of Equipment of Medical, Industrial and Veterinary endoscopes.
• To update call stage in the web portal and escalate calls/ issues to the supervisors/ regional in-charge in timely manner
B) Technical Escalation
• Execute and manage repairs (there is well defined job-list) onsite/service channel partners office.
• To handle escalated calls from other colleagues based on requirements
• To provide technical assistance to other colleagues in installations and business development calls, based on allocated Job/tasks.
C) Revenue Generation
• To generate revenue through Repairs, Accessories Sales, AMCs and repair exchange as per given targets - coordinate to submit estimate, approval follow-ups, spares consumption and invoicing.
D) Soft Skills
• Ensure proper and timely response / update to the customer - directly to achieve high level of customer satisfaction • Implement Empathy, Drive, Communication competencies and fair understanding and exhibition of Self / Brand Image
E) Planning
• To monitor planned visits of self.
• Responsible for maintenance, upkeep, tracking and audit of loaner equipment and inventory.
• To ensure turn-around time defined in advance
F) Compliance (Policies and Process)
• Implementation of company defined processes and systems required to deliver high quality consistent Customer Service Support.
Qualification & Functional Experience
• Degree or Diploma in Electronics / Electrical / Instrumentation, / Biomedical or Equivalent.
• Candidate should have basic knowledge of Electrical and Electronics fundamentals.
• 3-8 years of experience in service & maintenance
• Field exposure required, local language knowledge mandatory.
Other Requirements
• Good communications, listening and interpersonal skills.
• Proficiency in English, Hindi & Regional Language
• Ability to utilize resources efficiently
• Self-starter and swift learner
• Ability to adapt and work under pressure
Your Benefits The company provides comprehensive health coverage, including hospitalization benefits, for employees and their dependent family members. The coverage includes: Self, Spouse, Two dependent children, Parents or Parents-in-law (any one set as per employee’s preference) Parental Leave Policies to support employees during significant family milestones Free & Confidential Counselling Support to promote employee well-being and mental health The company provides insurance coverage to ensure financial protection for employees and their families in case of unforeseen circumstances. The coverage includes:1. Term/Life Insurance
2. Accidental Disability/Death Insurance KARL STORZ also contributes 4.81% of the Basic salary to the Gratuity scheme. This is payable when an employee leaves the services of the company after completion of a minimum of 5 years as per the Gratuity Act 1972 Employees can choose to contribute to the National Pension Scheme by making a declaration to the effect