Changing lives. Building Careers. Joining us is a chance for you to do important work that creates change and shapes the future of healthcare. Thinking differently is what we do best. To us, change equals opportunity. Every day, more than 4,000 of us are challenging what s possible and making headway to help improve outcomes. ESSENTIAL DUTIES AND RESPONSIBILITIES To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Responsible for ensuring all orders received by fax, email or other sources are processed and acknowledged accurately and promptly upon receipt. Ensure that all customer inquiries, including but not limited to, order status, inventory availability, delivery information, product information, pricing and invoices are resolved satisfactorily; Provide accurate, valid and complete information using the appropriate methods/tools; Track and manage the interactions with the customers from every channel. Identify and understand customer s needs and provide adequate support; Identify and solve problems using available resources. Maintain a current knowledge of products offered in catalogue to support providing basic product information. Handle customer complaints; Complete the required documentation within the time limit and submit to the relevant organization; Arrange the product returns and raise credit notes, where required. Ensure order processing holds are addressed in a timely manner and gather all required documentations necessary to allow shipments Liaise with Distributor within your portfolio on a weekly basis as minimum to support business development. Participate to calls with Sales and distributors to ensure revenue growth and stock management Proactively communicate product availability to customer; Manage backorders, where required, informing the customers of availability dates. Create and distribute daily sales invoices, and weekly backorder report whenever necessary. Process requests for catalogues, price sheets, certificates of origin and copies of invoices. Follow Open order on a daily basis independently and request necessary actions from other departments. Provide support to the sales team: pricing, quotes, service contract offers, product samples, customer call, customer account creation. Liaise with other departments to resolve customer inquiries. Ensure daily, weekly and monthly reporting is carried out as per business requirements. Provide feedback on a daily basis to the team leader / supervisor. Actively engage in projects to improve service levels and customer satisfaction. Perform other related duties as assigned by management. Will be required to work during Indian public and bank holidays, subject to local law

Changing lives. Building Careers. Joining us is a chance for you to do important work that creates change and shapes the future of healthcare. Thinking differently is what we do best. To us, change equals opportunity. Every day, more than 4,000 of us are challenging what s possible and making headway to help improve outcomes. Tasks and responsibilities : Management of technical service operations of assigned India and subcontinent. Works with Service, operational and commercial leadership to develop local service product portfolio Works with Service, operational and commercial leadership to develop Service Marketing. Manage sales of service Drives Management of installed base process including if needed, Audits Works with Service and commercial leadership to set the prices for service products and service solutions Manages the service logistics and its communication in India and subcontinent by partnering with local and remote operational leaderships Works with internal and external customers/distributors to provide technical support and repair Works within Integra colleague base to communicate common concerns and problems in line with Integra policies and procedures Works with technical managers on technical and work-related matters Responsible for identifying non-compliant service processes and procedures and implementing corrective actions Responsible for implementing and optimising Integra s Service global processes to the local organization Strives for optimal customer satisfaction Partners with Service Operational leadership on Service parts forecasting Supports other departments with respect to technical aspects Communicates to commercial team to convey customer perceived equipment problems Presents a professional company image at all times Communicates and coordinates with recalls, TSAs, adverse events Partner with leadership on delivery of training (incl. train the trainer) to distributors and customers upon approval of Service and commercial leadership. Communicates with major (key) accounts, Senior Manager, APAC , with several authorities such as Ministries of Health Liaison with Management and personnel in the provision, accuracy, maintenance, amendment and retention of Quality Policy, Procedures, working instructions and forms The provision, maintenance and monitoring of a current library of technical documents, directives, standards, approved codes of practice, and method statements (if applicable) The preparation for review, implementation and monitoring of effective processes that provides the evidence of compliance with relevant directives, standards, technical, legislative, industry or trade requirements The preparation for review, implementation and monitoring of effective processes that meet the goals and objectives of the company The provision, maintenance of installed base records, relating to customers and product traceability Works with Service and Quality leadership to develop local Quality Management System to enable local process owners to locally release and implement the relevant global processes (if applicable) Correct maintenance of technical files, Non Conforming Product, reporting, labeling and disposition. Works with Service and quality leadership to develop training, introduction into quality relevant issues of the company and continuation of quality related training, Corrective & Preventative Action Programs and participate in defined Internal Audit Programs Regular analysis and reporting to the service and quality leadership on the effectiveness and efficiency of the Quality System. In particular Corrective Action Programs, Vigilance and Regulatory Affairs, Product Recall, Advisory or Warning Notices, Customer Complaint The effective presentation of statistical information to management, that provides an accurate and factual analysis of after sales product performance. Identification and the highlighting to management areas of the company where the Quality performance is ineffective. Presentation to Management of improvements or changes to the Quality Processes. Provide an interface between the company, customer, manufacturer, legislative or regulatory body for all matters associated with product recall, product advisory notices, incident investigation or reporting. Provide an interface for the reporting, recording and assignment of Customer Complaints. Provide an interface for the co-ordination of External audit by notify bodies or customers.Provide the interface for the support of all levels of management and company personnel for Quality related matters Provide input into Product discontinuations (End of Sales, End of Service, End of Life) Manages communication hereto, makes sure timelines are kept and legal local requirements are considered. Qualifications: Minimum Bachelor in Electronics or Mechanical engineering or equivalent Experienced Manager with minimum of 8 years of experience Experience of a similar field service role, ideally within the medical industry Be able to communicate fluently in English Ability to travel 20-40% of the time

Changing lives. Building Careers. Joining us is a chance for you to do important work that creates change and shapes the future of healthcare. Thinking differently is what we do best. To us, change equals opportunity. Every day, more than 4,000 of us are challenging what s possible and making headway to help improve outcomes. Supervise a team of 3 to 5 customer service representatives Manage daily operations including planning, assigning and directing work to ensure all service levels (SLAs) and key performance indicators (KPIs) are met Deal international business and with payments terms Proactively manage the Order to Cash process; ensure order processing holds are addressed in a timely manner; proactively communicate product availability to customers Complete regular agent call quality performance evaluations Assist Customer Service Representatives in managing customer escalations to a solution or compromise Interview, hire, train, evaluate, coach and develop staff; reward and discipline employees Coach to behaviours that align to the company values and create a customer excellence culture Analyse operational processes, identify opportunities and implements changes for service delivery improvements; active involvement in projects to improve service levels. Liaise with other departments to resolve order status, product, production, delivery and billing inquiries Develop and document key process steps necessary to provide the required levels of service Communicate company goals, directives and policies; communicate updates to processes and procedures that change how customer inquiries are handled Provide reports to senior management Perform the same duties as a Customer Service Representative Perform other assignments as required/assigned