Regional Service Manager

Hiring Alert!!

We are hiring Regional Service Manager for the Cities:

Chennai, Bangalore, Hyderabad, Delhi

Position Summary:

SSII, an US based medical devices company engaged in developing and manufacturing class II & III Surgical Robots is seeking Regional Field Service Manager for its Gurgaon, India location. Join an organization with a passion for commercializing smart, effective and patient centric Robotics solutions.

SS Innovations is seeking a seasoned and dynamic Regional Field Service Manager to lead and manage a team of Field Service Engineers (FSEs) and Sr. Field Service Engineers. This individual will be responsible for all aspects of field service operation sincluding installations, technical training, preventive maintenance, upgrades, and customer supportfor our advanced surgical robotic platforms. A strong electro-mechanical background and an in-depth understanding of hospital and operating room environments are essential.

Key Responsibilities:

1. Field Operations & Task Supervision

• Oversee and ensure timely and high-quality execution of all field service activities including:
• Installation and configuration of robotic surgical systems
• Preventive maintenance scheduling and execution with 100% compliance
• On-site staff technical training
• Field upgrades and hardware/software modifications
• Troubleshooting and breakdown service calls
• Conference and live surgery event support

• Supervise and support technical execution by the regional FSE team, ensuring adherence to safety, quality, and procedural standards.

2. Task Assignment and Daily Execution

• Conduct structured morning huddles with FSEs to review daily priorities and service tasks.
• Assign responsibilities based on engineering availability, skillset, and geographic efficiency.
• Monitor daily field activities and performance through service tools and dashboards.

3. Preventive Maintenance and Upgrades

•Develop and manage a comprehensive Preventive Maintenance (PM) calendar across the install base.

• Ensure 100% PM completion rate within defined timelines and service level agreements.
• Plan and supervise execution of all software and hardware upgrades as per manufacturer bulletins and product updates.

4. Spare Parts & Inventory Management

• Forecast and maintain adequate regional spare part inventory for ongoing operations and emergencies.

• Track usage trends and coordinate with the central logistics team for timely replenishment.

• Ensure proper part handling, documentation, and return of unused/defective units.

5. Customer Relationship Management

• Conduct regular customer courtesy visits to ensure service satisfaction and build long-term trust.
• Serve as the first escalation point for technical and service-related issues.
• Maintain consistent and professional communication with biomedical engineers, OR coordinators, and clinical staff.

6. Team Leadership & Resource Planning

• Lead and mentor a team of Field Service Engineers with a focus on technical growth and customer excellence.
• Plan team rotations, field coverage, and training schedules to support workload distribution.
• Identify skill gaps and facilitate cross-training to build a resilient and agile team.

Qualification:

• Bachelors degree in engineering Electronics, Mechatronics, Biomedical, or related field (Masters preferred)

• Minimum 13 years of experience in field service, with at least 5 years in a leadership role

• Strong electro-mechanical background with hands-on experience in complex medical systems (preferably surgical robotics or capital OR equipment)

• Deep understanding of hospital workflows, operating room dynamics, and surgical team needs