Area Manager - Technical Services

Fresenius Medical Care; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Fresenius Medical Care is seeking a Service Technician-turned-Technical Operations Lead in Mumbai to oversee regional operations, supervise staffing and schedules, and ensure high-quality technical support for customers.

You will drive sales performance, coordinate technical jobs and optimize costs, while maintaining documentation and promoting teamwork across departments.

Qualifications

• Electronic qualifications (biomedical experience preferable).
• Intermediate computer literacy (Word, Excel and PowerPoint).
• Demonstrated commercial business acumen and team leadership.

Responsibilities

• Supervise and manage technical teams and operations across territories.
• Resolve staffing, scheduling and technical equipment issues for customers.
• Drive technical sales performance and profitability against budget.
• Coordinate technical jobs to maximize efficiency and minimize labour costs.
• Maintain technical library and service records up to date.
• Promote cross-functional collaboration and respond to escalated customer issues.

Skills

Biomedical experience

Computer literacy

Commercial acumen

Team leadership

Communication skills

Education

Electronic qualifications

Tools

Word

Excel

PowerPoint

Job description

Primary purpose:

In addition to performing the role of service technician (see service technician job description), this position is responsible for managing the assigned territories technical operations including supervision of team members and the management of technical sales performance and profitability objectives. This position is the primary point of contact for resolving all staffing, scheduling, technical equipment issues and assisting customers as necessary with complex technical issues.

Key Result Area

Key Performance Indicator

Effective people management

• Technical teams competencies and skills are maintained and up to date
• Established technical standards are followed and understood by the team
• OHS procedures are followed
• Performance reviews and grievances are managed appropriately in accordance with FMC procedures
• Manage rosters and timesheets, approve staff leave and travel, manage staff expenses

Effective management of technical resources

• Technical equipment and resources are provided and maintained safely
• Inventory levels and fleet are maintained
• Technical bulletins and documents are sent to all team members
• Technical library & service records are up to date
• Technical jobs are effectively coordinated to maximize efficiency and reduce labour costs
• Escalated customer issues are resolved promptly

Achieve/ Exceed technical sales budget:

• Implement a technical sales strategy per account to maintain existing business and to develop new business opportunities. Work closely with the Zonal Technical Manager throughout the sales cycle to ensure customer technical outcomes are achieved.
• Ensure all service contracts are up to date and invoiced
• Increase customer base and market presence through establishing relationships with key opinion leaders, key influencers and decision makers
• Track competitor activity within the assigned accounts
• Maintain a high-profile presence in the market place through the creation of win-win solutions with customers which turn a sales relationship into a long-term business partnership.
• Manage the immediate post-purchase activities (checking order status, delivery, installation & handling complaints etc) to ensure customer satisfaction

Technical Sales Administration:

• Assist with forecasting requirements, preparing annual budget; scheduling expenditures; analyzing variances and initiating corrective actions
• Ensure that the team updates & maintains proper documentation with respect to Installation, Preventive Maintenance & Break downs performed in the CRM system provided
• Document and assist with customer technical offerings, quotes, tenders, re-orders and any other related business requirement

Act as a key member of the team:

• Update technical knowledge by participating in educational opportunities; reading professional publications; maintaining professional networks
• Promoting a team culture by assisting others during periods of high workloads, leave or absence so that overall objectives can be met
• Provide input and support to marketing programs as required
• Maintaining team communication & cross functional collaboration
• Undertaking other tasks as required
• Where appropriate, become involved in FMC activities including attendance at staff meetings and involvement in company events (e.g. conferences, CMEs etc.)

Competencies (attitude, skills, typical qualifications & experience)

• Suitable Electronic qualifications (biomedical experience preferable)
• Intermediate computer literacy (Word, Excel and PowerPoint)
• Demonstrated commercial business acumen
• Entrepreneurial, adaptive, highly motivated, independent, commercially adept, articulate and confident
• Advanced communication (written and oral), network and interpersonal skills to effectively deal with a wide range of people
• Demonstrated ability to manage a team
• Demonstrated tenacity, determination, high energy and stamina
• Demonstrated flexibility, adaptability and effective organisational skills