Head of Service Management

Role Overview

The Service Head at ALAN Electronic Systems Private Limited plays a pivotal role in ensuring world-class post-sales support and lifecycle maintenance of ALAN’s medical device portfolio. This role is central to strengthening ALAN’s brand credibility by delivering reliable, timely, and empathetic technical service to our partners, surgeons, and healthcare institutions across India.

This is a leadership role requiring deep technical understanding of electronic surgical devices, as well as strong field service management skills. The Service Head is expected to establish robust systems for installation, training, preventive maintenance, and complaint resolution while building and managing a high-performing service team and partner ecosystem across regions.

The ideal candidate will have a proven background in medical device service operations, field support leadership, and customer experience enhancement. They must demonstrate the ability to implement scalable service systems, manage KPIs across geographies, and proactively reduce downtime and service-related escalations.

At ALAN, we believe that ownership is a way of being. The Service Head must drive accountability, speed, and quality across the support lifecycle—from first installation to post-warranty care—enabling long-term trust and superior outcomes for our partners and end users.

Key Responsibilities

• The Service Head will be responsible for building and leading a proactive, technically sound, and customer-oriented service ecosystem. Responsibilities include:
• Lead and manage the nationwide service operations of ALAN’s medical devices, with a strong focus on uptime, quality, and customer satisfaction.
• Build and expand ALAN’s Service Stations across pan India, ensuring robust after-sales support through timely service delivery, streamlined movement of spare parts, standardized service SOPs, and regular training programs for field engineers to maintain high-quality service standards across all locations.
• Develop, Update and implement structured SOPs for installation, user training, preventive maintenance, and breakdown resolution.
• Monitor and manage service KPIs, including turnaround time (TAT) and customer satisfaction index (CSAT).
• Train and lead ALAN and Sales Partner’s service engineers, ensuring they adhere to ALAN’s technical, behavioral, and ethical standards.
• Establish escalation protocols for high-priority or repeated complaints, involving relevant stakeholders across departments.
• Oversee spare parts management, service inventory planning, and warranty/AMC administration.
• Track regulatory and safety compliance related to service documentation, installation records, and device traceability.
• Drive a data-first mindset to reduce complaint recurrence through trend analysis, root cause identification, and corrective actions.
• Engage directly with key hospitals, KOLs, and channel partners, ensuring top-tier experience and long-term service relationships.
• The Service Head will be responsible for driving ALAN’s service operations through the OTIFZE model—ensuring every task is completed On Time, In Full, and with Zero Error, reflecting our commitment to reliability, precision, and excellence.

Required Qualifications

• Bachelor's or master's degree in biomedical engineering, Electronics, or related technical field.
• Minimum 10 years of experience in service or field support in the medical device industry, with at least 3–5 years in a leadership role.
• Hands-on experience in servicing electronic surgical devices, diagnostic systems, or OT equipment.
• Strong understanding of regulatory expectations related to installation, post-sales support, and complaint traceability.
• Proven ability to lead service teams, drive accountability, and build customer-centric support culture.
• Strong communication and coordination skills across departments and external stakeholders.

Why Join ALAN in This Role?

This is not just a service role—it’s a chance to redefine what support means in the Indian medical device industry. At ALAN, we are building a culture where service is not reactive, but proactive, and where support is not just technical, but deeply human. As the Service Head, you will be the bridge between product excellence and customer experience, shaping how our innovations are trusted and adopted on the ground.

You will work at the heart of the customer lifecycle—where every resolved issue, every satisfied surgeon, and every working device contributes to saving lives and building ALAN’s promise. If you’re someone who believes service is a mission and not a job, this role is your opportunity to build, lead, and elevate one of ALAN’s most important pillars.