Technical Customer Service Manager

Job Title: Technical Customer Service Manager – Medical Devices

Location: Mumbai, India

Role Summary:

We are seeking an experienced Service Manager to lead our medical device service

operations. This individual will be responsible for scheduling and maintaining preventive

maintenance, coordinating with hospitals, troubleshooting technical issues, and ensuring

service is a key differentiator for our company. The role also includes recruiting and

training technicians, building strong hospital relationships, and liaising with R&D to provide

product feedback.

Key Responsibilities:

• Schedule, plan, and oversee preventive maintenance of installed medical devices at

hospitals.

• Troubleshoot technical issues and ensure timely resolution to minimize downtime.

• Coordinate closely with hospital biomedical engineers, clinicians, and administrators.

• Recruit, train, and manage field service technicians to deliver best-in-class support.

• Ensure all service activities are compliant with ISO 13485 and other regulatory standards.

• Build strong customer relationships and ensure high satisfaction with service quality.

• Provide structured feedback to R&D regarding recurring service issues to improve

product design.

• Maintain detailed service records, documentation, and reporting of service KPIs.

Required Skills & Qualifications:

• Bachelor’s degree in Biomedical Engineering, Electronics, or related field.

• 3–6 years of experience in service management for medical devices.

• Strong troubleshooting knowledge in electro-mechanical systems.

• Excellent communication and soft skills for hospital interactions.

• Leadership qualities to manage and motivate service teams.

• Knowledge of ISO 13485, and hospital workflows is a strong advantage.