SS Medical Systems (I) Pvt. Ltd.

Role & responsibilities Design and execute service delivery models focused on service excellence, uptime commitment, and customer retention. Regularly review service KPIs and team productivity; implement tools for real-time tracking (e.g., Kapture or equivalent CRM platforms). Develop and monitor customer satisfaction programs for retention, including periodic surveys, NPS tracking, and feedback analysis to drive service improvements. Ensure timely resolution of breakdown calls, preventive maintenance schedules, warranty services & TAT reduction. Build capability within the team through regular technical training, soft skills development, and product updates. Strategically oversee spares forecasting, inventory management, and warranty replacements in collaboration with logistics and supply chain teams. Strengthen AMC/CMC penetration by guiding teams in value-based selling and understanding procurement processes in government, PSU, defense, and corporate hospitals. Maintain strong relationships with key decision-makers like Microbiologists, Biomedical Engineers, Procurement Officers, and Heads of Departments. Collaborate closely with the Sales and Application teams to support new product launches, VOC gathering, and competitive benchmarking. Lead and manage the national service team to deliver targeted AMC/CMC revenue, profitability, and service coverage. Represent the service function in leadership reviews, budgeting, and strategic planning initiatives. Uphold regulatory compliance, safety norms, and ethical service practices across all customer interactions KEY METRICS TO OWN AMC/CMC revenue achievement Customer Satisfaction Score (CSAT / NPS) First-Time Fix Rate (FTFR) Average Downtime per System Technician Utilization Rate VOC closure and improvement actions Preferred candidate profile Skills: Strategic thinking, team leadership, problem-solving, government client handling experience, CRM fluency, excellent communication. Process oriented mindset with foresightedness Experience of team Leadership / Multi location team with regular reviewal mechanism and periodic MIS.