Job Description
Location: Vadodara
Work Mode: On‑site | In‑house | 5 days a week
Role Purpose
Responsible for repair operations, technical support, warranty and FSN management, process governance, and service quality improvement for Point‑of‑Care (POC) instruments at the Technical Center.
Key Responsibilities
Instrument Repair & Warranty
Perform decontamination, diagnostics, and repair of POC instruments.
Inspect, rectify, and document faulty instruments using standard formats.
Handle out‑of‑box failures and support process improvements.
Execute end‑to‑end warranty validation, documentation, and closure.
Maintain calibration records for service tools.
Validate faulty test / reagent cartridges received for replacement.
Technical Support
Provide remote technical support and troubleshooting.
Manage escalations and coordinate with RSC / HSC teams.
Conduct periodic technical and application training for Business Partners.
Process, Compliance & FSN Management
Implement and maintain processes for call logging, installed base accuracy, warranty claims, paid service payments, and customer feedback.
Manage end‑to‑end FSN (Field Safety Note) execution, including installed base mapping, coordination, implementation tracking, and closure.
Maintain accurate service, warranty, installed base, and FSN records.
Ensure proper documentation for corporate customers and business exemptions.
