General Manager - Service

India

• LOCATION
  Kochi, Kerala
• WORK LOCATION TYPE On-site
• DATE POSTED 2025-09-24
• CATEGORY Management/Operations

We are seeking an industry experienced leader for Care360-Biomedical Equipment maintenance Management program to join our dynamic leadership team to take care of the entire service or a part of it. The GM will play a critical role to ensure the qualitative service delivery in a cost effective manor. The GM should involve day to day service operation, and provide necessary support to the team members by coordinating all supporting transversal departments, Original Equipment manufacturer, and vendors. He is responsible for team management, induce team spirit, competency analysis, and organize required technical trainings. GM has to ensure the committed KPI/SLA delivery, client satisfaction, and customer delight. He is responsible for the P&L for the projects under him, profitability and payment collection and cash flow for the projects. The ideal candidate will bring a wealth of experience, a strategic mindset, and a proactive approach to managing the company’s financial health and operational performance.

RESPONSIBILITY & AUTHORITY:

• Overall Responsibilities of all Biomedical Equipment Maintenance Service Program (BEMMP) in public & private sectors of the organization or a part of it

• Supervise day-to-day operations in the service department.

• P&L responsibility for the BEMMP projects under his responsibility

• Operation Management to hit the target.

• Ensure the achievements of Service Key performance indicators for Preventive maintenance, User training, Calibration, Breakdown maintenance with expected Response time & Turnaround time.

• Optimize the Repair & Maintenance cost including SLA deduction.

• Coordination with supporting departments, vendors and original manufacturers

• Maintenance analysis and action plan for continual improvement

• Commitment for qualitative service delivery

• Team coordination, utilization of specialist team among all projects as required.

• Manpower deployment & effective utilization

• Cost optimization on manpower

• Optimized Resource utilization

• Team building, engagement, and Team Governance

• Competency analysis and technical training

• Client relationship, & Customer delight management

• Respond to customer service issues in a timely manner.

• Create effective customer service procedures, policies, and standards.

• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.

• Implement an effective customer loyalty program.

• Maintain accurate records, document all customer service activities and discussions.

• Stay informed on the latest industry techniques and methods.

• Support for business growth in public & private sector

• On time mobilization of new project as per the commitment with client, with optimized cost.

• Take support from management and take strategic decision based on management approval

• Take responsibility of the P&L and profitability of each projects

• Provide required reports, presentation to the client, managements, VP, Directors, Finance etc.

• DO technical analysis, and provide required technical support to the team for the smooth & qualitative service delivery in a cost-effective manner.

• Take responsibility on ESMS & HSE policies, and strictly adhere to the policies

SECONDARY RESPONSIBILITY:

• Ensure proper communication in place among team, to client, management etc

• Ensure integrity of each team member

• Avoid unwanted expenses if any

• Control all additional expenses

• Support sales team for business growth

PREFERRED EDUCATIONAL:

• Diploma /B-tech in Engineering

• Specialization in Biomedical Engineering

EXPERIENCE REQUIRED:

• 20-25 Years’ experience

MANDATORY JOB SKILLS & KNOWLEDGE REQUIRED:

• Technical skill and sound know-how, Communication Skills, presentation skill, Strategic leadership, Financial Analysis

JOB SKILLS & KNOWLEDGE REQUIRED:

• Good understanding of management practices and techniques.

• Excellent leadership and interpersonal skills.

• Resolving client problems and relating to customers

• Time management, specially to meet deadlines

• Team handling & Talent Plan & development

• Networking in industry and competitor insight

• Business insight

• Negotiation Skill

• Self-driven & Leadership skill

• Being self-motivated, Planning and multitasking

• Collaborative

• Cultivate innovation

• Visionary Perspective and Entrepreneurial Mindset

• Result oriented

• Accountability & Ownership

• Financial control & Validation skill

• Should have the presentation skill and have experienced with Microsoft tools

• Quick decision maker

• Have the skill of adaptability.

LANGUAGE PREFERABILITY:

• English- Read, write, speak

• Hindi-Speak

• Malayalam-Optional

GENERAL TRAINING REQUIREMENT:

Various technical trainings

ANY SPECIFIC TRAINING REQUIREMENT:

Management upskill trainings

Behavioral indicators Required for the role

Risk Management Orientation:

• Demonstrates a proactive approach to identifying and mitigating risks.

• Strictly adhere to the ESMS & HSE policies.

Strategic Thinking and Vision:

• Ability to think strategically and translate vision into actionable plans that drive operational performance and organizational growth.

• Identifies opportunities and risks, anticipates future trends, and adapts financial strategies accordingly.

• Always connect with industry and get updated with industry changes, new inventions, better option for cost deduction without compromising the quality of service delivery.

Innovative strength:

• Encourages innovation and motivates others to meet challenges;

• Is capable of creating a working environment that provides scope for experimentation

Problem-Solving and Decision-Making:

• Applies analytical thinking to solve complex technical issues

• Considers multiple perspectives, weighs alternatives, and takes decisive action under pressure.

Decision-Making Process:

• The decision-making process involves collaboration with key stakeholders, including the service dealership team & reporting manager.

• GMs present investment proposals and recommendations based on the findings of the operational analysis.

Collaboration and Relationship Building:

• Builds and maintains strong relationships with internal and external stakeholders, clients, suppliers and vendors

• Works effectively across functions and departments to achieve shared goals.

Responsible Leadership:

• Takes responsibility for outcomes and learns from both successes and failures.

• Acts with courage and resilience in challenging situations, demonstrating accountability for decisions and actions

Continuous Learning and Innovation:

• Promotes and supports innovation and continuous improvement in financial processes and practices.

Integrity and Ethics:

• Demonstrates high ethical standards in financial reporting, decision-making, and interactions with stakeholders, keep up the core values with the mission & Vision of the organization.

• Upholds transparency and accountability in all operational management.