Business Head- Service

Job Description : Business Head - Service

Company :  Vikas Medical Devices

Position :  Business Head - Service

Location :  [Kolkata, West Bengal, India]

Reports to :  Director of Operations / Business Head

The Role :

You will be responsible for leading our service operations, driving service excellence, ensuring the highest levels of customer satisfaction and equipment uptime for our healthcare clients and overlooking and implementation of CRM.

Key Responsibilities :

Manage the field service engineer team. Oversee installation, repair, maintenance, and calibration of our medical devices.

Own and improve key metrics : Mean Time To Repair, First-Time Fix Rate, Service Revenue, and Customer Satisfaction.

Responsible for the service P&L and cost control to drive profitability.

Act as the senior escalation point, ensuring swift resolution of critical issues and building relationships with key hospital administrators.

Implement and improve service processes, CRM, and field service management tools for efficiency.

Recruit, and mentor a service team, fostering a culture of technical expertise and customer-centricity.

Qualifications & Skills :

Bachelor’s degree in Engineering (Biomedical, Electronics, Mechanical); MBA preferred.

10+ years of experience in service management, with at least 3-5 years in a leadership role within the  medical device industry .

Proven track record of managing geographically dispersed field service team.

Strong understanding of medical device regulations and quality standards.

Exceptional communication and client relationship management abilities.