Territory Service Manager

Territory Service Manager, Service - Mumbai - India

Life Unlimited.

What will you be doing?

The role includes:

• Provide comprehensive remote technical support to customers, as well as to the service and application teams.
• Record any requested information for customer complaints. Ensure all complaints are documented accurately and addressed promptly.
• Solicit and document feedback from surgeons and biomedical engineers following service calls. Use this feedback to drive continuous improvement and ensure high levels of satisfaction.
• Ensure the timely and accurate processing of purchase orders to facilitate service revenue realization. This involves meticulous attention to detail to minimize errors and ensure smooth operations.
• Prepare and submit quotations in a timely manner, ensuring all necessary details are included. Coordinate to meet client expectations and secure service agreements.
• Actively participate in marketing activities and develop initiatives to promote service offerings. Collaborate with the field service team to enforce marketing initiatives.
• Assist in organizing meetings, events, and other activities as needed. Ensure all logistical details are managed effectively.
• Regularly monitor and follow up on accounts receivable with field teams to significantly reduce past due AR. Strive to maintain minimal AR from current invoicing to support financial health.
• Collaborate closely with the finance team, AR team, and field service team to ensure accurate and timely invoice generation. Foster strong interdepartmental relationships to enhance overall efficiency.
• Manage and maintain detailed documentation for preventive maintenance activities. Ensure all field service data is accurately recorded and easily accessible for future reference.
• Maintain accurate service records and process warranty claims. Ensure all documentation is up-to-date and compliant with company policies.
• Compile, analyse, and present data using Excel to support decision-making processes. Prepare reports, presentations, and other documents as required.
  

What will you need to be successful?

• BE in Biomedical Engineering and MBA in Marketing.
• 2-3 years in service coordination / service revenue generation. Field support experience preferable
• Proficiency in both English and Hindi communication is essential. Strong proficiency in Microsoft Excel, PowerPoint, Word, Power BI, and data analysis. Proficiency in any ERP module is an added advantage.
• Ability to type at a speed of 60-80 words per minute.
• Driven and result oriented approach
• Strong analytical skills and problem-solving skill
  

You. Unlimited.

• Inclusion + Belonging - Committed to Welcoming, Celebrating and Thriving. Learn more about our Employee Inclusion Groups on our website https://www.smith-nephew.com/
• Your Future: Medical coverage + Policy exclusions and insurance non-medical limit.
• Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
• Your Wellbeing: Parents / Parents in Law’s Insurance, Employee Assistance Program, Parental Leave.
• Flexibility: Hybrid Work Model (For most professional roles)
• Training: Hands-On, Team-Customized, Mentorship
  

You. Unlimited.