Job purpose
Own and drive the Service vertical for the Medical Division at the Regional Level. To achieve customer delight on ZEISS brand, through Service contract coverage, ensuring correct timely installations, speedy resolution to service issues. Have a professionally trained service team and ensuring availability of calibrated tools / spare parts for delivering high professional service to customer. Adhere to systems and processes to monitor performance of FSE and delivering seamless service to customer. Ensuring growth in service business and looking out for ways to ensure high profitability in delivering service.. Overall giving visibility to customer investment. Providing periodic reports to the Management and look out for ways and means on improving KPI.
Main Accountabilities
Sales Strategy & Planning
- Drive the Regional Service business for Medical service team by providing best in class post-sales support to clients to strengthen the revenue pipeline for the respective region within India.
- Oversee collections position at a regional level and ensure that Day Sales Outstanding (DSO) is as per the defined standards
- Establish the process for customer grievance/issues redressal and guide creation of comprehensive SOPs; Drive towards remote and onsite support to optimize service efforts and drive faster TAT
- Identify innovative interventions to drive account penetration; Prioritize actions based on specific market trends and customer requirements to drive customer delight through reduced MTTR and increase in FTFR
- Monitor and identify out of warranty customers and guide them on annual maintenance contract options
- Drive industry best practices and best practices from other business units to improve efficiency and effectiveness across the team
- Initiate digital ways of delivering service to customers and ensuring visibility to customer investment.
Service Operations
- Working closely with Regional Business Leaders to drive Service business along with equipment business.
- Guide teams to provide Forum solution support across the ibase to better integrate multiple equipment and systems
- Lead monthly, quarterly and annual service forecasts to ensure successful and timely achievement of goals across the region.
- Guide the regional teams on ways to increase AMCs, identify and support equipment upgrades, cross sell, etc.
- Drive preventive / corrective actions for issues / escalations relating to Medical Service; Guide teams on crucial escalations to ensure appropriate resolution of issues
- Drive discipline around usage of support technologies like CRM, ERP, Order processing, etc. to enable tracking and analysis of service team performance and develop corrective plans to address any gaps
- Lead analysis of key performance metrics like MTTR, FTFR, Customer Satisfaction, lead generation, service /spare part sales, etc. to facilitate data-driven decision making
- Lead periodic reviews with Service Administrators / Specialists on the effectiveness of team efforts through specific CIC data analysis to drive ongoing improvements
- Develop technical and functional proficiency within the regional service unit; Guide maintenance of skill matrix for all Field service engineers
- Guide service team to provide timely post-sales services like initial demos, installation, etc. to drive better customer satisfaction
- Drive systematic knowledge management and a continuous learning process to better enable the service team to meet market and client needs
Stakeholder / Vendor Management
- Develop / maintain excellent professional relationships with key existing customers to identify areas of improvement, upgrades, etc.
- Interface with key customers to gauge feedback on ZEISS equipment and analyze and report to the Global Quality team
- Nurture healthy relationships with the Regional Medical sales team for sales support like demos, etc. to drive customer success through ZEISS products
- Influence crucial customer decisions in favour of ZEISS India to enable longer term association
- Drive collaboration between different teams within the Medical division (Application team, Sales team, etc.) to ensure timely support for service team to effectively resolve customer grievances
- Collaborate with other Divisions within ZEISS India to leverage synergies and drive towards cross utilization of resources wherever possible
- Collaborate with the enabling functions to ensure smooth functioning of the team and adequate support to conduct business.
- Lead and collaborate with the regional service channel partners on operational and commercial excellence.
People Management
- Drive the development of regional service team to ensure optimal staffing to improve productivity
- Mentor team members and provide timely feedback to drive robust performance management
- Drive the service team's development by providing them opportunities like stretch goals/projects, training, coaching, etc.
- Motivate the service team with monetary and non-monetary incentives, such as commissions, public recognition, etc. to build a performance based culture within the team.
Job Specifications
Education
- Graduate, (B.E, B. Tech, preferred)
- MBA, Operations specialization preferred
Experience
- 10+ years of experience in Technical Services / Operations / Service Management
- Relevant industry experience is mandatory
- 5+ years of experience in the Hi-tech Medical equipment Industry (preferred)
