Executive - Engineering Services

Molbio Diagnostics; Siliguri; On-site; INR 350,000 - 500,000; Full time

Job summary

Molbio Diagnostics in India is seeking a field service and applications specialist to provide technical support and training for the installed base of devices across the territory. You will manage accounts, maintain documentation, oversee demonstrations, coordinate with sales and product teams, and ensure timely resolution of service issues, while promoting products to customers.

This role requires coordinating with regional teams, handling NABL-related activities, and supporting preventive

Responsibilities

• Provide technical and application support to the existing installation base in the defined territory.
• Installation and user training for public and private customers.
• Manage assigned accounts and ensure devices are under contract.
• Maintain installation and service reports, tour plans, and customer feedback/docs.
• Notify relocation of installed devices to regional managers.
• Maintain spare parts and device accessories lists.
• Handle complaints, troubleshoot, manage breakdowns and preventive maintenance with timely resolution.
• Manage service operations platform, tickets, dashboards and monitoring.
• Promote products to existing and prospective customers.
• Assist NABL-related activities with senior reporting executive/manager.
• Assist sales with product launches, events and marketing initiatives with product/region teams.
• Conduct product validation studies per IVDR/licensing/post-market surveillance and customer need.
• Demonstrate products to clients and maintain demo devices and track movement.
• Identify training needs and deliver training for colleagues and channels.
• Collect AMC/CMC and service revenue; assist in promoting service revenue.
• Assist in troubleshooting/technical services with application and engineering teams.
• Send material requests for spares to RSM.
• Perform other duties within defined territory as required.
• Support sales and application teams in sales activities.

Job description

KEY RESPONSIBILITY/ACCOUNTABILITY

• 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.