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Location: Vikhroli
Company: Cipla
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Job Purpose
As a Service Engg. expert, the role is expected to bring combination of technical skill set and customer handling experience. This is an individual contributor role with responsibility of managing service issues coming from the end user directly or via sales team. Working closely with sales team to ensure customer satisfaction and ensure on his roles and responsibilities assigned. The person would be part of medical device team and shall be responsible for workstreams on service SOP’s creation, service calls onsite and off-site, technical troubleshoot &training. Service AMC/CMC assigned target
Key Accountabilities (1/6)
- Service Support
- Provide technical service and customer support inhouse and field as required
- Device inspection and determine proper solution
- Complete technical know-how on product repair, maintenance, and calibration process
Key Accountabilities (2/6)
- Documentation
- SOP’s creation for inspection, repair and maintenance workflow for new developed products
- Inspection report documentation for incoming repair device
- Quotation submission based on repair and maintenance requirement followed by inspection
Key Accountabilities (3/6)
- Electronics and electrical safety assurance and design for safety
- Should understand most important electrical safety requirements for product design.
- Understand the importance of critical components and able to verify components properly
- Ensure that the repair of device follows the standard electrical, thermal, mechanical and safety requirement by performing relevant quality and validation checks
Key Accountabilities (4/6)
- Service AMC &CMC accountability
- Generate leads for medical device service calls AMC/CMC
- Regular follow up and coordination with sales team to get leads on AMC/CMC
- Field visits and follow-up to meet the specified target on AMC/CMC
Key Accountabilities (5/6)
- Product technical training
- Product training to end-user at time of installation as per request and requirement from Sales team
- Technical training and support to sales team
- Documentation and technical training material
Key Accountabilities (6/6)
- Service Workshop
- Stock and inventory management for repair and replacement parts along with Material planner
- Loaner stock management
- Online technical support to resolve issues on priority
- Major Challenges
- Delay in response time for service issues will lead to customer satisfaction score
Key Interactions (1/2)
- Cipla Devices team – device design understanding, hardware and firmware team
CQA- SOPs and quality process documentation - Product management and sales team
Key Interactions (2/2)
- Working closely with end user/customers
- Dealing and follow ups on regular basis to achieve deliverable
Dimensions (1/2)
- Customer management in terms of service calls and closure as per TAT
- AMC/CMC target achievement as per assigned goals
- Technical support and training management
Education Qualification
- Bachelors/Master’s degree in Biomedical/Electronics/Electrical Engineering from reputed institute.
- Degree/Diploma in medical devices regulatory highly welcome
- Relevant Work Experience
- Fluent working proficiency in service and repair of medical device (core respiratory devices will be add-on) with minimum 3 years of experience in servicing
- Experience in managing and troubleshooting minor repair on field or online
- Customer handling and technical product training management experience required
- Experience from leading medical device brands working on connected devices is highly welcome.
