Company Description
Edifice Medical Technologies is a solutions provider for equipment and technology in hospitals, specializing in infrastructure, operating rooms, and surgery. We offer integrated operating rooms, nurse call communication systems, pneumatic systems, modular operating theaters, tracking solutions, and hospital furniture. We also provide surgical devices such as OT lights, OT tables, OT pendant systems, and bipolar coagulators, Robotics & Navigation. In addition, we offer sterilization equipment including pulsed IR 6 log sterilizers. Join our team and contribute to advancing healthcare technology!
Role Description
This is a full-time on-site role located in Mumbai. As a Manager - Service & Application Support, you will be responsible for overseeing the service and support operations for our equipment and technology solutions in hospitals. Your day-to-day tasks will include managing service requests, coordinating with customers and internal teams, troubleshooting technical issues, ensuring timely resolutions, and providing application support. You will play a crucial role in maintaining the high-quality performance of our products and ensuring customer satisfaction.
Responsibilities
- Deliver high quality Service and support to customers.
- Perform Installations, PMs, Repairs, upgrades, compliance and training for customers
- Optimize customer relations.
- Effectively management of administration and inventory in office and with field engineers.
- Follow Edifice Medical routines with an emphasis on quality
- High focus on customer success
- Regularly visit clients and customers to maintain network and relationships.
- Responsible for expanding network and developing new relationships for new opportunities.
- Technical support for all Field Service Engineers.
- Review Field Service Engineers service records to make sure that all work is completed to code and correctly.
- Design, and Drive KPIs and Revenue goals.
- Reviews compliance and adherence to SOPs and policies.
- Define needs and roles of personnel with regard to training and developmental needs; establishes goals to meet objectives.
- Act as the primary connection between the office staff and the field, answer any technical questions either may have. Assure that communications from the office reach the field in a timely and efficient manager.
- Identify and eliminate risks and minimize costs to the company.
- Responsible for the implementation of and adherence to corporate processes and procedures.
- Regularly assess skill sets and provide evaluations, and coaching.
- Conduct interviews with new Field Service Engineers and assess their skills to see if they meet company standards.
- Work effectively cross function and cross border
- Additional tasks when and where business demands
- Regularly visit jobsites for quality control, coaching and training purposes.
- Help Devolop New Product line.
Qualifications
- Strong technical background in hospital equipment and technology
- Proven experience in service and support management
- Excellent problem-solving and troubleshooting skills
- Customer-centrist mindset with a focus on delivering high-quality support
- Strong communication and interpersonal skills
- Ability to work effectively in a team and collaborate with cross-functional stakeholders
- Attention to detail and ability to manage multiple tasks simultaneously
- Relevant certifications and training in hospital equipment and technology support
- Previous experience in a leadership or managerial role is preferred
- B.E in Electronics/Instrumentation with Min 7-8+yrs of experience in Medical Device Industry only.
- Require extensive knowledge on Networking, IP/TCPIP, Windows Server etc to support IP Based products.
- Having previous experience of Team-building and management
- Strong business plans for Revenue building.
Designation : Dr. Service Manager / Service Manager
Location : Mumbai HQ
Territory : India
Remuneration packaged : Aprrox CTC 12LPA (fixed + incentive) + Other Benefits
