Executive - Engineering Services

Molbio Diagnostics; Siliguri; On-site; INR 450,000 - 750,000; Full time

Job summary

Molbio Diagnostics in Siliguri invites applications for a field service/technical support professional responsible for on-site installation, user training, and post-installation services across the defined territory.

You will manage service tickets, maintenance, spare parts, and demonstrations for existing and prospective customers, while coordinating with sales, product management, and regional teams to meet service revenue targets.

Job description

• Responsible for the technical and application support (Customer services) to the existing installation base of devices in the defined territory or Outside territory whenever required.
• Responsible & Accountable for Installation and User training (Both Public and Private Customers).
• Responsible & Accountable for Handling All the account allotted to him/her and also keeping all the accountable devices under contract.
• Responsible & Accountable for Maintaining Documentation - Installation Reports, Service reports, Tour plan, Collection of Customer feedback & Customer Master lists.
• Responsible for intimation of Relocation of existing Installed devices to RSM / RAM.
• Responsible & Accountable for maintaining the list of Spare parts & Device accessories.
• Responsible & Accountable for Handling customer complaints, Troubleshooting, Breakdown calls, Preventive Maintenance & Ensuring timely resolution of all complaints.
• Responsible for handling electronic media platform for Service Operations, Ticket Management, Dashboard Operations and Regular Monitoring.
• Responsible for Product promotions to all Existing and Prospect customers.
• Assisting the NABL related activities in discussion with Senior reporting Executive/Manager.
• Helping the sales team with new product launches, CMEs,Conferences, campaigns, programs, and communicating with the product management team & Regional Team for marketing initiatives.
• Conducting product validation studies as requirement of IVDR / Licensing / Post Market surveillance/ Customer Need.
• Responsible for conducting demonstrations for Existing & prospective clients. Also maintaining the demo devices & track the movement.
• Identifying training needs and conducting timely training for colleagues and channels to improve field efficiency and ensure customer satisfaction
• Responsible for Collection of AMC/CMC & Service Revenue. Assisting in the promotion of Service Revenue.
• Responsible for Assisting Officer - Application Service / Officer - Engineering services for Troubleshooting / Technical services wherever necessary.
• Responsible for sending Material request for Spares to RSM.
• Handling other job-related responsibilities and tasks that are assigned by his/her superiors in defined territory or Outside territory whenever required.
• Responsible for sales related activities by assisting sales and application team.