Job Title: Manager – Service Engineering
Department: Service / Technical Support
Location: Vapi, Gujarat
Reporting To: Head – Service / Operations
Job Purpose:
To lead and manage the Service Engineering team for radiology/imaging systems at the Vapi location, ensuring efficient installation, maintenance, troubleshooting, and customer support. The role focuses on maximizing equipment uptime, enhancing customer satisfaction, and driving service excellence.
Key Responsibilities:
- Lead and manage the Service Engineering team based in Vapi and support PAN India operations as required.
- Oversee installation, commissioning, and validation of radiology/imaging equipment.
- Ensure timely preventive and corrective maintenance of all deployed systems.
- Handle complex technical issues, perform root cause analysis, and implement corrective actions.
- Monitor and drive service KPIs such as uptime, response time, and resolution time.
- Develop and implement service strategies, SOPs, and best practices.
- Coordinate with R&D, Production, and Quality teams for continuous product and service improvements.
- Manage AMC/CMC contracts, spare parts inventory, and service logistics.
- Provide technical training and mentoring to service engineers.
- Ensure compliance with medical device regulations and safety standards.
- Build and maintain strong customer relationships with hospitals and diagnostic centers.
- Prepare and present MIS reports, service analytics, and performance dashboards to management.
Key Skills & Competencies:
- Strong knowledge of radiology/imaging systems (X-ray, C-arm or similar equipment).
- Hands-on expertise in electrical, electronics, and medical device servicing.
- Proven team leadership and people management skills.
- Strong analytical and problem-solving capabilities.
- Excellent communication and customer-handling skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Familiarity with regulatory standards (ISO, CDSCO, FDA – preferred).
Educational Qualification:
- Bachelor's / Master's in Biomedical Engineering / Electronics / Electrical Engineering
Experience:
- 5–10 years of experience in service engineering within medical devices / radiology equipment
- Minimum 3–5 years in a leadership/managerial role
Additional Requirements:
- Based in or willing to relocate to Vapi
- Willingness to travel across India as per business needs
- Experience with ERP/CRM systems for service tracking
Key Performance Indicators (KPIs):
- Equipment uptime (%)
- Service response & resolution time
- Customer satisfaction score (CSAT)
- AMC/CMC revenue & renewals
- First-time fix rate (FTFR)
