Service Manager - Surgical Robotics

As the Senior Manager Service at Meril, you will play a crucial role in leading and managing the nationwide service operations for a diverse medical technology portfolio. Your responsibilities will include mentoring and managing a team of service engineers, ensuring regulatory compliance, driving customer satisfaction, and implementing strategies for long-term growth. Key Responsibilities: - Lead, mentor, and manage a nationwide team of service engineers and technical specialists. - Oversee installations, preventive maintenance, calibrations, complaint investigations, and repairs. - Establish service SOPs, dashboards, and reporting mechanisms for transparency and performance tracking. - Drive customer satisfaction through timely resolution, SLA adherence, and service quality excellence. - Build and manage ISO-compliant service centers, aligning with regulatory standards. - Develop long-term strategies for service growth, profitability, and nationwide market coverage. - Partner with global and regional service teams to align operations with international best practices. - Identify opportunities for cost optimization, process improvement, and efficiency enhancement. - Serve as the escalation point for high-value accounts, hospitals, and Key Opinion Leaders. - Collaborate with Sales, Marketing, and Product Management to integrate service excellence into commercial strategies. - Support AMC/CMC contract negotiations, extended warranty upselling, and customer retention programs. - Ensure strict adherence to ISO standards, regulatory reporting, and complaint-handling protocols. - Support audits, risk management, and maintain documentation accuracy for global and local compliance. Qualifications Required: - Graduate in Biomedical Engineering or equivalent discipline. - MBA/Advanced Management qualification preferred. - 12-16 years of experience in medical device service operations with pan-India leadership responsibility. - Proven expertise in robotics, surgical navigation, and digital health technologies. - Strong leadership and people management skills. - Proficiency in strategic planning, problem-solving, and process improvement. - Excellent communication, stakeholder engagement, and cross-functional collaboration skills. - Familiarity with service dashboards, reporting tools, and MS Office Suite. Key Attributes: - Strategic thinker with an execution orientation. - Customer-first mindset with a focus on service excellence. - Adaptable, resilient, and collaborative leader. - Passionate about healthcare innovation and building world-class service operations.,