Territory Service Manager

• To fulfill aftersales needs of customers in the assigned territory
• To Maintain response time & downtime as per the SLA to assigned customers.
• Accountable for instruments installation and Warranty service in the Field.
• Accountable for Billable service and promote the service contracts.
• Deliver actionable data driven insights to explore new areas of operational excellence.
• Ensure all in-field activities are carried out safely complying with company environmental Health & Safety (EHS) guidelines and procedures.
• Perform field service as advised by the Group Leader, carrying out repairs, maintenance and installation of instrumentation and there accessories.
• Provide highly visible customer support through the performance of on-site installation, troubleshooting, service, and repair of complex equipment and systems.
• Execute preventive maintenance calls as scheduled.
• Align personal working practices with the department’s performance targets.
• Actively demonstrate compliance with all team targets.
• Maintain personal service spares issued and inventory records to the highest specified.
• Make returns of all fully completed service documentation, Service Reports, Expenses Claims, on a daily basis.
• To ensure that quality standards are maintained while servicing the equipment.
• To maintain good communication at all relevant levels of customer organization.
• In case, customer gives poor rating while taking feedback about our services, necessary support has to be taken from colleagues and ensure that customer complaint is resolved

Knowledge Management

• To continuously update the technical knowledge of products.
• To develop applications knowledge.
• To develop soft skills related to communication, selling and customer management.
• Cross functional support - To support all colleagues as and when necessary aligning to objectives of organization growth.
• To help Service Sales by following up on contract status, Account Receivables and promoting Upgrades/Accessories/Consumables standard.
• Ensure all anomalies are quickly and effectively reported and resolved.
• Ensure that all tools and test equipment is adequate to perform service required, and that all test equipment issued is calibrated at the times.

Basic Qualifications:

• Bachelor’s with minimum 8-10yrs of experience in Life Sciences Industry.
• Willing to travel 18- 22 days in a month.
• Proven track record in life sciences/Diagnostics business
• Exceptional verbal and written communication skills, with the ability to engage stakeholders across various sectors.
• Self-motivated and results-driven individual with adept negotiation skills.
• Collaborative team player willing to share knowledge and support colleagues