Zonal Service Manager, West & APT in India at Jobgether
Explore Related Opportunities
Job Description
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Zonal Service Manager, West & APT based in India.
This role is a senior field service leadership position responsible for ensuring optimal performance, reliability, and uptime of critical medical diagnostic equipment across a large regional territory. You will oversee service operations across the West and APT zones, ensuring timely preventive maintenance, efficient breakdown resolution, and strong service quality outcomes. The role combines technical oversight with people leadership, as you will manage and develop a team of field service engineers while driving key performance indicators such as response time and first-time fix rates. You will also act as a key escalation point for critical customer issues, working closely with hospital stakeholders and biomedical teams. The position requires strong coordination with sales and technical teams to support installations, demos, and customer success initiatives. This is a high-impact leadership role in a mission-critical healthcare environment where service excellence directly influences patient care outcomes.
- Plan, coordinate, and oversee end-to-end service operations across the West and APT regions to ensure high instrument uptime and service reliability.
- Manage preventive maintenance schedules and breakdown resolution activities to ensure timely and effective field service execution.
- Monitor, analyze, and improve key service KPIs such as MTTF (Mean Time to Fix), FTFR (First Time Fix Rate), and customer satisfaction (NPS).
- Lead, mentor, and develop a team of field service engineers, including performance reviews and technical/soft skill development.
- Act as the primary escalation point for critical service issues and ensure rapid resolution in collaboration with internal teams.
- Maintain strong relationships with hospital stakeholders, biomedical engineers, and procurement teams to ensure service excellence.
- Ensure compliance with safety standards, medical device regulations, and internal operational policies.
- Maintain accurate service documentation, equipment histories, warranty records, and audit-ready reporting.
- Collaborate with sales and technical teams to support product demonstrations, installations, and pre-sales technical activities.
- Diploma or Engineering degree in Electronics, Instrumentation, or Biomedical Engineering preferred.
- 10+ years of field service experience in medical devices, diagnostics, or related technical industries.
- At least 3+ years of experience in team leadership or field service management roles.
- Strong understanding of service operations management, KPI tracking, and field service execution.
- Proven experience managing geographically dispersed teams and large customer territories.
- Strong stakeholder management and customer relationship skills within healthcare or hospital environments.
- Ability to analyze service data and drive continuous improvement in operational performance.
- Strong problem-solving, escalation management, and decision-making capabilities.
- Willingness to travel extensively (approximately 50%) across the assigned region.
- Valid driver’s license with a clean driving record.
- Strong communication and leadership skills with the ability to motivate and develop technical teams.
- Competitive compensation aligned with experience and leadership responsibilities.
- Performance-based incentives linked to service quality and operational KPIs.
- Remote work flexibility with significant field-based responsibilities.
- Opportunity to lead service operations across a large and critical healthcare territory.
- Exposure to advanced medical diagnostic technologies and global service standards.
- Strong professional development opportunities in leadership and service excellence.
- Collaborative environment with cross-functional engagement across sales, technical, and support teams.