Technical Support Lead - Critical Care

Job Overview Product Technical Specialist (PTS) is responsible for fulfilling technical support requirements & expectations of whole Sales & Service Unit for assigned product.

Job Responsibilities and Essential Duties

Conducting technical trainings for assigned product.

Providing online & onsite support to field service teams for resolving technical issues

Monitoring Installation, maintenance & corrective service cases

Supporting & resolving technical needs of sales department

Fulfilling QRC requirements of assigned product

Spare part inventory & tools management for assigned product.

Ensuring uptime for installed base of assigned product

To ensure technical and regulatory issues are attended, resolved, and completed within agreed timelines.

To fulfill technical expectations of whole SSU for assigned product.

Ensure Uptime for the installed base of assigned product.

Monitor open & closed calls on weekly basis and ensure open calls are closed at the earliest.

Support Field staff in installation and ensure proper documentation.

Monitor short supplies during installation and coordinate with Logistics for complete supplies.

Coordinate with respective BAs to resolve technical issues if needed.

Monitor open FSCA’s and ensure closure within timeframes given by DCUs.

Ensure parts related to FSCAs are procured from factories to perform FSCAs.

Ensure proper documentation of FSCAs.

Coordinate with Head QRC - India to ensure completed FSCAs are properly documented, and reports uploaded on QRC portal.

Monitor Spare Parts inventory on fortnightly basis and ensure inventory is maintained at its minimal level.

Monitor slow moving inventory and analyze the cause of slow movements with respect to install base and historical consumption.

Ensure that VAN Stocks are cleared from time to time and inventory is returned to mother warehouse after testing.

Coordinate with Local Academy to ensure every engineer is trained and certified to attend installation & breakdown calls.

Ensure that all tools used by Field Engineers are calibrated from time to time.

Coordinate with Zonal service Heads to understand the training needs in the region and organize Product Service Trainings.

To ensure all documentation pertaining to installation, Open & Closed Calls, Service Reports, FSCA Reports, Training Certificates are stored in a proper manner to make them available as and when required.

Coordinate with local Head QRC for maintaining compliance to all quality requirements.

Minimum Requirements

Strong education background, preferably in the field of engineering with 7 to 9 years of relevant experience in managing Technical Services

Solid technical background, with understanding or hands-on experience in Medical & Healthcare sector

Excellent client-facing and internal communication skills

Excellent written and verbal communication skills