Responsible for meeting the daily service
installation/Maintenance/Repair needs of medical device equipment in the assigned areas, driving customer satisfaction and generating service revenue through service excellence.
A) On-Site Service Support
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 Customer 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 all 1st level 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.
0-1 years of experience in service and maintenance of medical / capital equipment, exposure on endoscopy devices will be preferred
Candidate should have strong knowledge of Electrical and Electronics fundamentals.
Should have Empathy, Drive, Communication competencies and fair understanding and exhibition of Self / Brand Image
Excellent communication, listening and interpersonal skills. Proficiency in English & Regional Language is required
Strong Customer Service Skills, High work standards and quality.
Ability to organize and plan effectively
Ability to utilize resources efficiently
Should have good Analytical skills and Problem-Solving Skills.
Should be willing to travel extensively.
About Kelly Services - US Fortune 500 Company (TOP 6 Outsourcing company in the world)Kelly... Services, Inc. (NASDAQ: KELYA, KELYB) is a leader in providing workforce solutions. KellyÂ® offers a comprehensive array of outsourcing and consulting services as well as world-class staffing on a temporary, temporary-to-hire, and direct-hire basis. Serving clients around the globe, Kelly provides employment to more than 560,000 employees annually. Revenue in 2012 was $5.5 billion. Read full description