Job Overview
Product Technical Specialist (PTS) is responsible for fulfilling technical support requirements & expectations of whole Sales & Service Unit for assigned product.
Job Responsibilities and Essential Duties
- Conducting technical trainings for assigned product.
- Providing online & onsite support to field service teams for resolving technical issues
- Monitoring Installation, maintenance & corrective service cases
- Supporting & resolving technical needs of sales department
- Fulfilling QRC requirements of assigned product
- Spare part inventory & tools management for assigned product.
- Ensuring uptime for installed base of assigned product
- To ensure technical and regulatory issues are attended, resolved, and completed within agreed timelines.
- To fulfill technical expectations of whole SSU for assigned product.
- Ensure Uptime for the installed base of assigned product.
- Monitor open & closed calls on weekly basis and ensure open calls are closed at the earliest.
- Support Field staff in installation and ensure proper documentation.
- Monitor short supplies during installation and coordinate with Logistics for complete supplies.
- Coordinate with respective BAs to resolve technical issues if needed.
- Monitor open FSCA's and ensure closure within timeframes given by DCUs.
- Ensure parts related to FSCAs are procured from factories to perform FSCAs.
- Ensure proper documentation of FSCAs.
- Coordinate with Head QRC - India to ensure completed FSCAs are properly documented, and reports uploaded on QRC portal.
- Monitor Spare Parts inventory on fortnightly basis and ensure inventory is maintained at its minimal level.
- Monitor slow moving inventory and analyze the cause of slow movements with respect to install base and historical consumption.
- Ensure that VAN Stocks are cleared from time to time and inventory is returned to mother warehouse after testing.
- Coordinate with Local Academy to ensure every engineer is trained and certified to attend installation & breakdown calls.
- Ensure that all tools used by Field Engineers are calibrated from time to time.
- Coordinate with Zonal service Heads to understand the training needs in the region and organize Product Service Trainings.
- To ensure all documentation pertaining to installation, Open & Closed Calls, Service Reports, FSCA Reports, Training Certificates are stored in a proper manner to make them available as and when required.
- Coordinate with local Head QRC for maintaining compliance to all quality requirements.
Minimum Requirements
- Strong education background, preferably in the field of engineering with 7 to 9 years of relevant experience in managing Technical Services
- Solid technical background, with understanding or hands-on experience in Medical & Healthcare sector
- Excellent client-facing and internal communication skills
- Excellent written and verbal communication skills
