Service Performance Engineer JJMT Surgery India

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Geographical Scope: This role will support the JJMT Surgery business in Pan-India.

Product Scope: Dualto GEN11 MEGEN1 & MESE1

The Service Performance Engineer JJMT Surgery India will play an essential role in supporting the Service org India. This position involves establishing collaboration to set the standards of the performance and reliability of the Surgery Capital platforms. You will be developing the service process and infrastructure that support the Service business goals

Field Service (Channel Partner FSE) Technical Governance

• CMC Adherence and service activity scheduling and reporting to CP FSE (e.g PM & PFT)

• Regular auditing of MDS&R work orders for accuracy and adherence to CMC

• Provide remote Technical Customer support for L2 Escalation Issues

• Translates and deploys Service Bulletins to CP FSE to ensure consistent and reliable deployment and execution

• Certification of new CP FSE plus annual re-certification for existing CP FSE

• CP FSE Tool Kit management (including calibration & OVK)

Full ownership of Post-Sales Customer Experience

• Develop and execute strategies to maximize system uptime minimize clinical disruptions and optimize hardware and software performance.

• Track entire process map for connectivity (whitelisting MAC address) polyphonic installation & provisioning

• Assist customers with L2 escalation issues related to connectivity and Polyphonic

• Management & tracking of entire capital Install Base - Asset management

Service Program Performance & KPI Monitoring

• Establish robust Key Performance Indicators (KPIs) for CP FSE focusing on response time Issue resolution and preventative maintenance compliance

• Formulates new service solutions by integral original thinking and adds new service innovation concepts/elements to the Service processes

• CMC governance and service activity reporting to Service Executives

• Capital Install Base - Asset management MDS&R asset tracking accuracy and reporting on asset (Customer Installation) base for GEN11 & Dualto

By collaborating closely with internal and external stakeholders you will help set the standard for innovative sustainable and high-impact surgical service delivery across the Surgery business in India. You will be accountable for maintaining a high level of customer satisfaction ensuring that all issues are handled efficiently and to the highest standard.

Qualifications & Skills

• Education-BE or Diploma Holder. MBA with Service field experience will have added advantage.

• Functional Skills & Competencies - Strong technical knowledge and good communication Skill

• Proven experience in service coordination sales or operations within the healthcare or medical device sector.

• Strong stakeholder management and negotiation skills with a track record of successful collaboration across functions.

• Analytical and strategic thinking with the ability to develop and implement impactful service programmes.

• Excellent organisational skills attention to detail and ability to manage multiple priorities.

• Demonstrated capability in team leadership and talent development.

Note : We have a preferred candidate

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