Ensure timely installations and speedy issue resolution
Own and drive the Service vertical for the Medical Division at the Regional Level to achieve customer delight and strengthen the revenue pipeline
Job Summary
Own and drive the Service vertical for the Medical Division at the Regional Level to achieve customer delight and strengthen the revenue pipeline.
Oversee Service Operations by working closely with Regional Business Leaders, driving service forecasts, and leading analysis of key performance metrics.
Manage and develop the regional service team, mentoring members, providing feedback, and motivating them through incentives to build a performance-based culture.
Matching Summary
Own and drive the Service vertical for the Medical Division at the Regional Level to achieve customer delight and strengthen the revenue pipeline.
Skills & Requirements
Must-have
Drive Service business for Medical Division
Achieve customer delight on ZEISS brand
Ensure timely installations and speedy issue resolution
Manage professionally trained service team
Ensure availability of calibrated tools and spare parts
Adhere to systems and processes for performance monitoring
Drive growth in service business and profitability
Nice-to-have
Optimize service efforts through remote and onsite support
Initiate digital ways of delivering service
Drive industry best practices
Develop technical and functional proficiency
Foster a performance-based culture
Key Requirements
Professional training for service team
Availability of calibrated tools/spare parts
Adherence to systems and processes
Experience in driving service business growth and profitability
Experience in customer grievance redressal and SOP creation
Experience in remote and onsite support optimization
Experience in identifying out-of-warranty customers and AMC options
Experience in leading service forecasts and achieving goals
Experience in increasing AMCs, identifying upgrades, and cross-selling
Experience in driving preventive/corrective actions for escalations
Discipline around usage of support technologies like CRM, ERP
Experience in analyzing key performance metrics
Experience in developing technical and functional proficiency
Experience in managing skill matrix for Field Service Engineers
Experience in providing timely post-sales services
Experience in systematic knowledge management and continuous learning
Experience in developing/maintaining relationships with key customers
Experience in interfacing with key customers for feedback
Experience in nurturing relationships with Regional Medical sales team
Experience in influencing crucial customer decisions
Experience in collaborating between different teams within the Medical division
Experience in collaborating with other Divisions within ZEISS India
Experience in collaborating with enabling functions
Experience in leading and collaborating with regional service channel partners
Experience in driving development of regional service team
Experience in mentoring team members and providing feedback
Experience in motivating service team with incentives