Technical Service Manager

PRIMARY RESPONSIBILITY & AUTHORITY:

• Overall Responsibilities of all Biomedical Equipment Maintenance Service Program (BEMMP) in public & private sectors of the organisation or a part of it as assigned
• Supervise day-to-day operations in the service department.
• P&L responsibility for the BEMMP projects under his responsibility
• Operation Management to hit the target.
• Ensure the achievements of Service Key performance indicators for Preventive maintenance, User training, Calibration, Breakdown maintenance with expected Response time & Turnaround time.
• Optimise the Repair & Maintenance cost including SLA deduction.
• Coordination with supporting departments, vendors and original manufacturers
• Maintenance analysis and action plan for continual improvement
• Commitment for qualitative service delivery
• Team coordination, utilisation of specialist team among all projects as required.
• Manpower deployment & effective utilisation
• Cost optimisation on manpower
• Optimised Resource utilisation
• Team building, engagement, and Team Governance
• Competency analysis and technical training
• Client relationship, & Customer delight management
• Respond to customer service issues in a timely manner.
• Create effective customer service procedures, policies, and standards.
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
• Implement an effective customer loyalty program.
• Maintain accurate records, document all customer service activities and discussions.
• Stay informed on the latest industry techniques and methods.
• Support for business growth in public & private sector
• On time mobilisation of new project as per the commitment with client, with optimised cost.
• Take support from management and take strategic decision based on management approval
• Take responsibility of the P&L and profitability of each projects
• Provide required reports, presentation to the client, managements, GM, VP, Directors, Finance etc.
• DO technical analysis, and provide required technical support to the team for the smooth & qualitative service delivery in a cost-effective manner.
• Take responsibility on ESMS & HSE policies, and strictly adhere to the policies

SECONDARY RESPONSIBILITY:

• Ensure proper communication in place among team, to client, management etc
• Ensure integrity of each team member
• Avoid unwanted expenses if any
• Control all additional expenses
• Support sales team for business growth
• Mobilisation and stabilisation of new projects

PREFERRED EDUCATIONAL:

• Diploma /B-tech in Engineering
• Specialisation in Biomedical Engineering

EXPERIENCE REQUIRED:

• 15-20 Years experience