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Business Division (IBU):

Business Development

Business Function:

Customer Service

Reports To:

Manager-Customer Service


Purpose of the role: Why does this job/role exist, what value does it add? Incumbent is responsible for all product support activities such as sales and of annual maintenance contracts, comprehensive maintenance contracts, repair services, spares and accessories sales of single/multiple brands. He/She will be responsible for sales of Restored products-Used & Refurbished products. The resource is also responsible for installation of new/restored products and accessories at the customer site. Activities: What does the jobholder have to do? 1. Undergo company induction program, fundamentals and technical product trainings, team introduction and enculturation process. 2. Understand Customer Services Model-AMC/CMC Contracts, Warranty Schemes, Repair Services, Spares & Accessories details along with pricing. 3. Obtain Service Sales targets and complete field induction with Reporting Manager. 4. Begin field operation in identified markets. Fix meetings. Identify customer requirement, demonstrate products and services portfolio to customers. 5. Coordinate with Direct & Channel Sales team for New/Existing Product Installation. 6. Coordinate with Customer Support team to answer Breakdown Enquiries. 7. Promote sales of BTL/UTAS/BISTOS/PHILIPS accessories and spares. 8. Promote sales of Restored products such as Used Products & Refurbished Products. 9. Support Direct/Channel Sales Team in technical sales. 10. Facilitate Pre-Sales team in developing technical knowledge bank for supporting Product Sales & Customer Services functions within Business Development department. 11. Support Channel Sales team to service agent, dealer and distributor level sales in various markets. 12. Ensure 24-Hr Response Back protocol for all service enquiries. Deliverables: What are the key outcomes and what does the jobholder have to produce? 1. Achieve Accessories, Spares, Modules sales targets for the year. 2. Promote sales of Restored products and achieve annual targets. 3. Minimize breakdown period by efficient and immediate equipment breakdown support. 4. Ensure timely installations of new shipments and sales orders under process. 5. Ensure timely renewal or AMC and CMC Contracts. 6. Ensure availability of spares and accessories at all times. Raise indent in case inventories are reaching re-order point. 7. Obtain Product Performance & Service Quality Feedbacks through back-end support. 8. Ensure business continuity by frequent customer visits. 9. Promote consulting services if specified at the time of recruitment. 10. Support operations in database development. Share business cards for database development. 11. Communicate all marketing campaigns and sales promotional material information to

customers for overall sales development. 12. Participate in pre-sales research by providing market intelligence. Ensure participation in

events and exhibitions. 13. Fill and maintain Daily Activity Report, Web Calendars, Sales Funnel and all applicable administrative and MIS systems. Scope of Role: What decisions is the job /role responsible for? 1. Service Leads target and Annual financial target achievement. 2. Go-to-customer strategy. Experience: What previous experience is required to do the job /role? Essential:  1-4 years of servicing experience in Healthcare Industry.  Must have first-hand experience in servicing and sales of AMC/CMC contracts, Spares and Accessories.  Must be comfortable with 70-80% of travel around the globe.

Desirable:  Should have been servicing medical devices in hospitals, nursing homes, diagnostic centers, device companies in similar products.  Should have achieved annual performance targets with appreciation certification and referrals to support.

 Must be a go-getter and self starter. Should be comfortable in working under target oriented environment. Qualifications: What training or qualifications are required to do the job /role? Essential:


 Technical Diploma/BE/BTech/BCA

 Biomedical Engineers with Servicing Experience  Technical Diploma Holders with Servicing Experience

Technical Competence: What are the specific skills, knowledge and abilities required of the job? Essential: Desirable:  Excellent oral and written command of English.  Should have good industry knowledge.  Should have strong networking in the healthcare  Strong presentation skills including the ability to industry. express views clearly and concisely.  Should have Bio-Medical engineering degree  Must have strong fundamentals and concepts in with MBA in marketing or hospital management. bio-medical products.  Should have adequate understanding of electronics, circuitry and component replacement.


Job Description