- Job Description:
- - - Service Operations Management
- • Oversee 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 Management
- - • Lead, 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 productive service coverage across the territory.
- • Foster a culture of customer-centric service excellence.
- - - Customer Relationship Management
- - • Build 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 Support
- • Provide 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 Management
- • Monitor 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 & Compliance
- • Ensure 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 Collaboration
- - • Collaborate 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 & Analytics
- • Prepare 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 percentage
- • Service response and closure time
- • First-time fix rate
- • Customer satisfaction score (CSAT)
- • Preventive maintenance compliance
- • Service revenue achievement (AMC/CMC)
- • Team productivity and utilization
- • Spare parts inventory management
- • Customer retention rate

📌 Regional Sales Manager (Lucknow)
🏢 Transasia Bio-Medicals
📍 Lucknow