Service & Application Engineer, Ultrasound Medical Devices

Description:

Title: Service & Application Engineer
Reports To: Senior Service ManagerPeers: ASMs, Service Engineers & Application SpecialistsOther Key Relationships: RSMs, KOLs, Customers, Service Associates & Other Functional Support Staff

Summary of Position

The Service & Application Engineers primary responsibility is to deliver high-quality service to enhance customer loyalty and advocacy.

The role involves:

• Enrolling customers under AMC & CMC plans.
  • Providing technical demonstrations of all products and supporting sales efforts.• Identifying new opportunities with existing customers and passing leads to the sales team.• Ensuring minimum downtime for critical medical equipment through efficient service.

Key Responsibilities

• Perform component-level/board-level repair of Ultrasound, Patient Monitors, Color Dopplers, and Microwave Medical Disinfection Systems at customer premises or service centers (during and post-warranty).
  • Conduct live demos, product training, and technical presentations for customers.• Handle customer queries effectively during demonstrations and post-installation.• Enroll customers in AMC/CMC contracts, ensure service delivery, and collect AMC/Repair dues.• Upsell additional products/services to existing customers.• Generate sales leads and support business closure with new clients.• Provide timely repair of breakdown systems with continuous focus on reducing downtime.• Take regular follow-ups with customers when AMC contracts are due for renewal.

First Six Months Expectations

• Acquire comprehensive knowledge of the full product portfolio.
  • Understand organizational culture and align with team workflows.• Achieve 6-months’ KRA targets.• Build and maintain strong relationships with Service Associates, Sales, Marketing, and Key Accounts.• Identify potential customers for AMC/CMC contracts.