JD for Area Service Manager - LucknowPlease find below JD for your reference : Service Operations ManagementOversee installation, preventive maintenance, breakdown maintenance, and corrective service activities for all IVD instruments within the assigned territory.Ensure adherence to service response time and resolution KPIs.Monitor equipment uptime and implement corrective measures to minimize downtime.Ensure compliance with company SOPs, quality standards, and regulatory requirements.Team ManagementLead, mentor, and monitor the performance of Service Engineers and Application Specialists.Conduct regular performance reviews, training sessions, and skill development programs.Allocate resources effectively to ensure efficient service coverage across the territory.Foster a culture of customer-centric service excellence.Customer Relationship ManagementBuild strong relationships with laboratory directors, pathologists, clinicians, biomedical engineers, and hospital administrators.Handle customer escalations and ensure timely resolution of critical service issues.Conduct periodic customer satisfaction reviews and implement improvement initiatives.Support key accounts by ensuring uninterrupted operation of installed instruments.Technical SupportProvide advanced troubleshooting support for complex technical issues.Coordinate with product specialists, engineering teams, and OEM partners for problem resolution.Ensure proper instrument validation, calibration, and performance monitoring.Support evaluation and implementation of new technologies and upgrades.Spare Parts & Inventory ManagementMonitor spare parts inventory and ensure optimal stock availability.Manage forecasting, ordering, and utilization of critical spare parts.Control service-related costs while maintaining service quality standards.Quality & ComplianceEnsure compliance with ISO, NABL, CAP, and other applicable healthcare quality standards.Maintain accurate service documentation and audit-ready records.Implement corrective and preventive actions (CAPA) based on service trends and customer feedback.Cross-functional CollaborationCollaborate closely with Sales, Applications, Logistics, and Product Management teams.Support product installations, upgrades, and customer demonstrations.Assist sales teams in retaining existing customers and securing new business opportunities through excellent service support.Reporting & AnalyticsPrepare monthly service performance reports and dashboards.Track KPIs including response time, first-time fix rate, uptime, customer satisfaction, and service costs.Analyze service trends and recommend process improvements.Key Performance Indicators (KPIs)Equipment uptime percentageService response and closure timeFirst-time fix rateCustomer satisfaction score (CSAT)Preventive maintenance complianceService revenue achievement (AMC/CMC)Team productivity and utilizationSpare parts inventory managementCustomer retention rateLocation : LucknowSalary Range : 10-15 Lac paSourced from naukri
