Service Manager - Surgical Robotics

Job Description

Position Title

Senior Manager – Service.

Department

Service Operations – Surgical Robotics.

Location

Pan-India.

Reports To

Head – Service Operations.

1. Primary Function

The Service Lead – India will be responsible for leading and managing Meril’s nationwide service operations, ensuring world-class after-sales support for its diverse medical technology portfolio. This leadership role involves building robust service infrastructure, implementing preventive maintenance programs, ensuring regulatory compliance, and driving customer satisfaction. The incumbent will mentor and manage a pan-India team of engineers, collaborating with cross-functional teams to deliver operational excellence and long-term growth.

2. Key Responsibilities

Leadership & Service Operations

Lead, mentor, and manage a nationwide team of service engineers and technical specialists.

Oversee installations, preventive maintenance, calibrations, complaint investigations, and repairs across all product lines.

Establish service SOPs, dashboards, and reporting mechanisms to ensure transparency and performance tracking.

Drive customer satisfaction through timely resolution, SLA adherence, and service quality excellence.

Strategic & Operational Excellence

Build and manage ISO-compliant service centers, aligning with regulatory standards.

Develop long-term strategies for service growth, profitability, and nationwide market coverage.

Partner with global and regional service teams to align operations with international best practices.

Identify opportunities for cost optimization, process improvement, and efficiency enhancement.

Customer & Stakeholder Engagement

Serve as the escalation point for high-value accounts, hospitals, and Key Opinion Leaders (KOLs).

Collaborate with Sales, Marketing, and Product Management to integrate service excellence into commercial strategies.

Support AMC / CMC contract negotiations, extended warranty upselling, and customer retention programs.

Represent Meril at conferences, workshops, and forums, enhancing industry visibility and credibility.

Compliance, Risk & Audit

Ensure strict adherence to ISO standards, regulatory reporting, and complaint-handling protocols.

Support audits, risk management, CAPA (Corrective & Preventive Actions).

Maintain documentation accuracy for global and local compliance.

3. Requirements

Education

• Graduate in Biomedical Engineering or equivalent discipline.
• MBA / Advanced Management qualification preferred.

Experience

Skills

4. Key Attributes