Zonal Service Head - North

With a passion for life

Join our diverse teams of passionate people and a career that allows you to develop both personally and professionally. At Getinge we exist to make life-saving technology accessible for more people. To make a true difference for our customers – and to save more lives, we need team players, forward thinkers, and game changers.

Are you looking for an inspiring career? You just found it.

Job Overview

• Focus on Zone for Revenue, New Contract penetration.
• Analytical report on the zone for Profit
• To manage and control the customer service function for the Zone, including Planning, Executing, and Managing all aspects of customers service and ensure that the business processes are optimized and are in line with the business strategy of the company.

Job Responsibilities and Essential Duties

• Escalation to PTS and factory for high lead times and factory escalation.
• Coordination with logistic Team for Spare Parts Movement in case of high lead times
• Monitoring Reduction in logistics and inventory cost
• Coordination with Finance for Credit blocks
• Sending pre legal letters to repetitive customers with non-payment historically
• Contract & Payment follow up with FSE, SP & Customers
• Focus on Zone for Revenue, New Contract penetration.
• Analytical report on the zone for Profit
• Arranging FSE / SP for Project work as & when required
• ZSH is responsible for high employee engagement, customer escalation management, Service Revenue (NS) as per the target, Increase contract penetration, Payment collection as per DSO target, Quality system management and compliance within the Zone, Audits – both internal and external ( ISO ), chalking out strategies to meet the key KPIs and grooming and building the team. Will be responsible for ensuring all service operations parameters are met, like First Time Fix, FSCA Completion, PM completion, Field team utilization, Open call closure, etc.
• Arranging FSE /SP to warehouse for removing spare parts from demo unit to fulfill customer's urgency (in case spare part is not available in stock) / to replace spare parts in ship hold Equipment.
• Arranging FSE / SP with sales Team for presale discussion /Site Inspection
• Forwarding Sales Lead to the sales Team
• Arranging Engineer for sales inspection of arrived equipment's at warehouse
• Build Quality into all aspects of their work by maintaining compliance to all quality requirements.
• Each organization shall establish the appropriate authority, and interrelation of all personnel who manage, perform, and assess work affecting quality, and provide the independence and authority necessary to perform these tasks.
• Financial sign-off within a specific budget, sign-off of working contracts.
• Sound knowledge of legislation and the ability to rapidly acquire knowledge of the relevant Codes of Practice

Major KPIs:

• Service Revenue (NS)
• Contract Penetration
• Working Capital/DSO
• All Service Operations Parameter - First Time Fix, FSCA Completion, PM completion, Field team utilization, open call closure

Minimum Requirements

• B Tech/B.E. in Biomedical /Electronics (Must Have).
• MBA (General Management) – Preferred.
• Minimum 15 + years of experience is required.
• Very high knowledge of Quality and Regulatory systems.
• Be knowledgeable of current risk management standards, principles, and frameworks.

Required Knowledge, Skills, and Abilities

• Service Management
• Excellent interpersonal and communication skills
• People Handling
• Business Acumen
• Ability to work under pressure
• Organizational skills
• Ability to motivate and influence people

#Li-SN2

About us

With a firm belief that every person and community should have access to the best possible care, Getinge provides hospitals and life science institutions with products and solutions aiming to improve clinical results and optimize workflows. The offering includes products and solutions for intensive care, cardiovascular procedures, operating rooms, sterile reprocessing and life science. Getinge employs over 12,000 people worldwide and the products are sold in more than 135 countries.

Reasonable accommodations are available upon request for candidates taking part in all aspects of the selection process.