Assistant Manager Technical Services - 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