Regional Service Manager

Carl Zeiss Pty Ltd

Mumbai, India
On-site
Drive regional service business
Achieve customer delight
Service contract coverage
Own and drive the Service vertical for the Medical Division at the Regional Level to achieve customer delight through service contract coverage, timely installations, and speedy resolution of service issues

Job Summary

  • Own and drive the Service vertical for the Medical Division at the Regional Level to achieve customer delight through service contract coverage, timely installations, and speedy resolution of service issues.
  • Oversee regional service operations, including sales strategy, service operations, stakeholder/vendor management, and people management, to ensure growth, profitability, and high customer satisfaction.
  • Lead the development of the regional service team, providing mentorship, training, and motivation to build a high-performance culture and ensure optimal staffing and productivity.

Matching Summary

Own and drive the Service vertical for the Medical Division at the Regional Level to achieve customer delight through service contract coverage, timely installations, and speedy resolution of service issues.

Skills & Requirements

Must-have

  • Drive Regional Service Business
  • Achieve Customer Delight
  • Service Contract Coverage
  • Timely Installations
  • Speedy Resolution to Service Issues
  • Professionally Trained Service Team
  • Availability of Calibrated Tools / Spare Parts
  • Adhere to Systems and Processes
  • Monitor Performance of FSE
  • Seamless Service Delivery
  • Growth in Service Business
  • High Profitability in Service Delivery
  • Visibility to Customer Investment
  • Periodic Reports to Management
  • Improvement of KPIs
  • Regional Service Business for Medical Service Team
  • Best in Class Post-Sales Support
  • Strengthen Revenue Pipeline
  • Oversee Collections Position
  • Day Sales Outstanding (DSO)
  • Customer Grievance/Issues Redressal
  • Remote and Onsite Support
  • Optimize Service Efforts
  • Faster TAT
  • Innovative Interventions
  • Account Penetration
  • Market Trends and Customer Requirements
  • Reduced MTTR
  • Increase in FTFR
  • Out of Warranty Customers
  • Annual Maintenance Contract Options
  • Industry Best Practices
  • Digital Ways of Delivering Service
  • Drive Service Business with Equipment Business
  • Forum Solution Support
  • Service Forecasts
  • Increase AMCs
  • Equipment Upgrades
  • Cross Sell
  • Preventive / Corrective Actions
  • Crucial Escalations
  • Usage of Support Technologies (CRM, ERP)
  • Tracking and Analysis of Service Team Performance
  • Analysis of Key Performance Metrics
  • Data-Driven Decision Making
  • Periodic Reviews with Service Administrators / Specialists
  • CIC Data Analysis
  • Technical and Functional Proficiency
  • Maintenance of Skill Matrix
  • Timely Post-Sales Services
  • Initial Demos
  • Installation
  • Systematic Knowledge Management
  • Continuous Learning Process
  • Develop / Maintain Excellent Professional Relationships
  • Key Existing Customers
  • Feedback on ZEISS Equipment
  • Report to Global Quality Team
  • Nurture Healthy Relationships with Sales Team
  • Sales Support
  • Influence Crucial Customer Decisions
  • Longer Term Association
  • Collaboration between Teams
  • Timely Support for Service Team
  • Collaboration with Other Divisions
  • Leverage Synergies
  • Cross Utilization of Resources
  • Collaboration with Enabling Functions
  • Smooth Functioning of the Team
  • Lead and Collaborate with Service Channel Partners
  • Operational and Commercial Excellence
  • Development of Regional Service Team
  • Optimal Staffing
  • Improve Productivity
  • Mentor Team Members
  • Timely Feedback
  • Robust Performance Management
  • Service Team Development
  • Stretch Goals/Projects
  • Training
  • Coaching
  • Motivate Service Team
  • Monetary and Non-Monetary Incentives
  • Commissions
  • Public Recognition
  • Performance Based Culture

Nice-to-have

  • Customer Success Management
  • Strategic Account Management
  • Cross-functional Collaboration
  • Continuous Improvement Mindset

Key Requirements

  • Years of experience in service management
  • Experience in the medical technology sector
  • Proven track record in driving service business growth
  • Experience in managing and developing service teams
  • Familiarity with CRM and ERP systems

Work Rights

Not specified

Tailored Resume

Cover Letter