Engineer - Technical Services

Fresenius Medical Care; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Fresenius Medical Care in Mumbai is seeking a Technical Service Delivery professional to install, commission, maintain, troubleshoot and repair medical equipment at customer sites. You will ensure machines run reliably, minimize downtime and support preventive maintenance, user training, and customer coaching while maintaining high service standards.

The role includes collaboration with sales and service teams, identifying opportunities for service contracts, and providing technical feedback to

Responsibilities

• Install, commission, preventive maintenance, corrective maintenance, troubleshooting, and repair on equipment at customer sites.
• Ensure machinery operates efficiently, minimizing downtime and maximizing customer productivity.
• Diagnose technical faults and implement corrective actions per company standards.
• Support timely completion of service activities while maintaining high-quality delivery.
• Provide professional technical support and guidance to customers on operation and maintenance.
• Conduct user and operator training programs for optimal machine utilization.
• Build and maintain strong customer relationships through responsive service and communication.
• Manage customer concerns and resolve issues to enhance satisfaction and loyalty.
• Collaborate with Sales/Dealer teams by providing technical expertise and product knowledge.
• Identify opportunities for preventive maintenance agreements, service contracts, upgrades, and spare parts.
• Support revenue growth by promoting value-added service offerings and technical solutions.
• Provide technical feedback and market insights to support business development strategies.
• Achieve service revenue targets through negotiation and sale of Service Contracts and spare parts.
• Prepare service quotations and assist with commercial discussions; ensure accurate billing.
• Monitor and support accounts receivable collection related to routine service.
• Assist in planning preventive maintenance schedules and installation plans.
• Coordinate resources and customer schedules to optimize service efficiency and machine uptime.
• Plan and prioritize installations within the assigned territory.
• Provide technical leadership and escalation support to junior engineers.
• Mentor junior team members in troubleshooting and best practices.
• Support cross-region operations and travel to other territories as needed.
• Collaborate with regional service teams to maintain consistent standards.
• Manage personal inventory of spare parts, tools, and service equipment.
• Ensure proper tracking and reporting of assets.
• Document service data and equipment records accurately in management systems.
• Prepare and submit Field Service Reports after each intervention.
• Maintain documentation in line with company policies and quality standards.
• Adhere to quality standards, procedures, and regulatory requirements.
• Follow health, safety, and environmental regulations; promote safety culture.
• Maintain compliance with company policies and customer site requirements.

Job description

1. Technical Service Delivery

• Perform installation, commissioning, preventive maintenance, corrective maintenance, troubleshooting, and repair activities on company equipment at customer sites.
• Ensure machinery operates efficiently and reliably, minimizing downtime and maximizing customer productivity.
• Diagnose technical faults and implement effective corrective actions in accordance with company standards.
• Support timely completion of all assigned service activities while maintaining high-quality service delivery.

2. Customer Support & Relationship Management

• Provide professional technical support and guidance to customers regarding equipment operation and maintenance.
• Conduct user and operator training programs to ensure optimal machine utilization.
• Build and maintain strong customer relationships through responsive service and effective communication.
• Manage customer concerns and resolve technical issues promptly to enhance customer satisfaction and loyalty.

3. Business Development & Commercial Support

• Collaborate with Sales and Dealer teams by providing technical expertise, application support, and product knowledge.
• Identify and pursue opportunities for preventive maintenance agreements, service contracts, upgrades, and spare parts sales.
• Support revenue growth by promoting value-added service offerings and technical solutions.
• Provide technical feedback and market insights to support business development strategies.

4. Service Revenue & Financial Management

• Achieve assigned service revenue targets through the successful negotiation and sale of Service Contracts and spare parts.
• Prepare service quotations and support commercial discussions with customers when required.
• Ensure accurate billing and invoicing for completed service activities.
• Monitor and support accounts receivable collection efforts related to routine service operations.

5. Preventive Maintenance & Installation Planning

• Support the Area Technical Manager in maintaining an effective Preventive Maintenance (PM) schedule and installation plan.
• Ensure preventive maintenance activities are completed on time and in accordance with service standards.
• Coordinate resources and customer schedules to optimize service efficiency and machine uptime.
• Assist in planning and prioritizing installation projects within the assigned territory.

6. Technical Leadership & Mentoring

• Provide technical guidance and escalation support to Junior Field Service Engineers.
• Mentor junior team members through on-the-job coaching, technical troubleshooting, and best-practice sharing.

7. Resource Allocation & Cross-Region Support

• Support other service regions when Dynamic Resource Allocation is required and approved by management.
• Travel to other territories as needed to assist with installations, breakdown support, major service projects, or workload balancing.
• Collaborate with regional service teams to ensure consistent service standards across all locations.

8. Inventory & Asset Management

• Manage personal inventory of spare parts, tools, and service equipment to ensure operational readiness.
• Ensure proper tracking, storage, and accountability of company assets.
• Report inventory usage and requirements accurately and in a timely manner.

9. Training & Professional Development

• Complete all required technical training programs, certifications, and competency assessments.
• Continuously enhance technical expertise through self-development and participation in company training initiatives.

10. Systems, Reporting & Documentation

• Utilize technical management systems, CRM platforms, and service applications effectively.
• Ensure accurate and timely entry of service data, customer interactions, equipment records, and parts usage.
• Prepare and submit detailed Field Service Reports (FSRs) following each service intervention.
• Maintain complete and accurate documentation in accordance with company policies and quality standards.

11. Quality, Compliance & Safety

• Adhere to company quality standards, service procedures, and regulatory requirements.
• Follow all applicable health, safety, and environmental (HSE) regulations while performing field activities.
• Ensure safe working practices at customer sites and promote a strong safety culture.
• Maintain compliance with company policies and customer-specific site requirements.