AddressJob Title
Service Operations Manager - East
.You are responsible for
- This includes installation and technical maintenance of the healthcare systems ensuring effective and efficient customer service resulting in customer delight. Customer Support also generates Revenue through Contracts, Parts and Upgrade sales.
- responsible for high employee engagement , customer escalation management ,OIT and revenue generation as per AOP, AR management, Quality system management and compliance within the region ( like ICS ), Audits - both internal and external ( ISO ), chalking out strategies to meet the key KPIs and grooming and building the team. He is also responsible for ensuring all delivery parameters are met, like CQCS , ETTR, MTTR, FCO, PM Compliance, FSE Utilisation etc.
- The diversity of the business runs from handling a PCCI monitor or ecg system to a complex mri or pet ct system. the diversity of the business varies from handling critical care to trauma to imaging systems. The challenge lies in understanding the technical aspect of the system and keeping abreast with the technological changes and innovation that happens every second year. The RCSM is expected to keep himself updated on the product technologies that keep happening in the Philips portfolio. he needs to travel within the regional geography spanning various states to meet customers and channel partners for handling business and customer satisfaction requirements . the criticality of this position is such that , the manager must be available for any customer call or escalation 24 x 7 and on all 365 days of the year . he can get any escalation on a system failure at off hours and must ensure that the system is made up to keep the patients diagnosis continuing .
- Education Qualification:
a) .B Tech Electronics/ Biomedical..(must have)
b) .MBA ( General Management )...(preferred)
Work Experience:
- Years of Experience: 10+
- Area of Experience: Service Management
- Key Skills/Competencies:
- People Handling
Business Acumen
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