Manager - Support Service

Manager - Support Service

Level: Senior

Location: Agartala, Mizoram

Reporting To: Leadership

Experience: 3–5 years in medical device service / biomedical engineering

Education: B.E. / B.Tech (Biomedical, Electronics, or Electrical), MBA Preferred

Role Overview

Responsible for leading all after-sales service operations within the region. This role manages all State Service Heads and Service Managers, ensures high equipment uptime across customer sites, and drives AMC/CMC contract performance for installed base in the region.

Key Responsibilities

• Oversee all service activities in the region including installations, preventive maintenance, and breakdown resolution
• Lead and mentor Service Managers within the region
• Ensure adherence to VMDs service SOPs, response time commitments, and quality standards
• Drive AMC/CMC contract renewals and coordinate with regional sales teams for upselling service contracts
• Manage spare parts inventory for the region to ensure availability and minimize equipment downtime
• Handle customer escalations and ensure timely closure of service complaints
• Coordinate with OEM technical teams for complex repairs, upgrades, and training
• Submit regular reports on service KPIs, contract status, and team performance to the zonal Service Head
• Support pre-sales technical discussions & demonstrations. Site assessments for new equipment proposals. Ensure the set revenue targets are achieved.

Skills & Competencies

• Strong technical knowledge across medical device categories — especially critical care, OT, or dialysis equipment, Laparoscopic equipments.
• Proven team management experience in a field service environment
• Good understanding of AMC/CMC contracts and service revenue management
• Strong problem-solving and escalation management skills
• Good communication skills for customer interaction and internal coordination
• Proficiency in service management tools and SAP / CRM, excel reporting