Job Description

Assistant Service Manager / Service Key Account Manager

Patient Monitoring & Life Support (PMLS)

Position Summary

The Assistant Service Manager will be responsible for providing technical and operational support for Patient Monitoring & Life Support (PMLS) equipment across the assigned territory. The role focuses on customer satisfaction, service excellence, channel partner development, key account management, service revenue growth, and effective escalation management while ensuring compliance with company service standards and KPIs.

Key Responsibilities

Technical Service Management

• Provide advanced technical support for Patient Monitoring and Life Support equipment including:
• Multiparameter Patient Monitors
• Central Monitoring Systems (CMS)
• Ventilators
• Defibrillators
• Anaesthesia Workstations
• Infusion and Syringe Pumps
• ECG and Telemetry Systems
• Other Critical Care Equipment
• Surgical Equipment
• Lead installation, commissioning, preventive maintenance, breakdown support, and troubleshooting activities.
• Ensure timely resolution of technical issues with a high First-Time Fix Rate (FTFR).

Customer & Key Account Management

• Manage strategic hospitals, corporate hospital chains, government projects, and key accounts.
• Build strong relationships with Biomedical Engineers, ICU Heads, Procurement Teams, and Hospital Management.
• Conduct periodic customer visits and service reviews.
• Drive customer satisfaction through proactive support and value-added services.

Channel Partner Management

• Develop and manage authorised service partners and distributors.
• Monitor service quality, response time, and technical competency of channel partners.
• Conduct technical and soft-skill training programs for partner engineers.
• Drive implementation of company service policies, SOPs, and KPIs.

Customer Escalation Management

• Handle critical customer escalations and ensure timely closure.
• Coordinate with Sales, Application, Product Management, Logistics, and Technical Support teams.
• Lead root cause analysis and implementation of corrective actions.

Service Revenue Generation

• Drive AMC/CMC contract renewals.
• Promote Warranty Extension Programs.
• Increase revenue through:
• Spare Parts Sales
• Accessories Sales
• PM Kits
• Upgrades & Trade-in Programs
• Equipment Refurbishment Services
• Achieve annual service revenue targets.

Operational Excellence

• Monitor and improve:
• Response Time
• Uptime Performance
• FTFR
• PM Compliance
• SLA Compliance
• Customer Satisfaction Scores
• Maintain service documentation and CRM updates.
• Prepare monthly business reviews and revenue reports.

Candidate Profile

Education

• Bachelor's Degree/Diploma in Biomedical Engineering, Electronics Engineering, Instrumentation Engineering, Electrical Engineering, or equivalent.