Service Manager

Job Description

Position Title

Senior Manager – Service.

Department

Service Operations – Surgical Robotics.

Location

Pan-India.

Reports To

Head – Service Operations.

1. Primary Function

The Service Lead – India will be responsible for leading and managing Meril’s nationwide service operations, ensuring world-class after-sales support for its diverse medical technology portfolio. This leadership role involves building robust service infrastructure, implementing preventive maintenance programs, ensuring regulatory compliance, and driving customer satisfaction. The incumbent will mentor and manage a pan-India team of engineers, collaborating with cross-functional teams to deliver operational excellence and long-term growth.

2. Key Responsibilities

Leadership & Service Operations

• Lead, mentor, and manage a nationwide team of service engineers and technical specialists.
• Oversee installations, preventive maintenance, calibrations, complaint investigations, and repairs across all product lines.
• Establish service SOPs, dashboards, and reporting mechanisms to ensure transparency and performance tracking.
• Drive customer satisfaction through timely resolution, SLA adherence, and service quality excellence.

Strategic & Operational Excellence

• Build and manage ISO-compliant service centers, aligning with regulatory standards.
• Develop long-term strategies for service growth, profitability, and nationwide market coverage.
• Partner with global and regional service teams to align operations with international best practices.
• Identify opportunities for cost optimization, process improvement, and efficiency enhancement.

Customer & Stakeholder Engagement

• Serve as the escalation point for high-value accounts, hospitals, and Key Opinion Leaders (KOLs).
• Collaborate with Sales, Marketing, and Product Management to integrate service excellence into commercial strategies.
• Support AMC/CMC contract negotiations, extended warranty upselling, and customer retention programs.
• Represent Meril at conferences, workshops, and forums, enhancing industry visibility and credibility.

Compliance, Risk & Audit

• Ensure strict adherence to ISO standards, regulatory reporting, and complaint-handling protocols.
• Support audits, risk management, CAPA (Corrective & Preventive Actions).
• Maintain documentation accuracy for global and local compliance.

3. Requirements

Education

• Graduate in Biomedical Engineering or equivalent discipline.

• MBA / Advanced Management qualification preferred.

Experience

• 12–16 years in medical device service operations, with pan-India leadership responsibility.

• Proven expertise in robotics, surgical navigation, and digital health technologies.

• Experience in setting up service infrastructure and managing large, geographically dispersed teams.

• Track record of customer satisfaction and operational excellence.

• Exposure to international service operations preferred.

Skills

• Strong leadership & people management skills.

• In-depth technical knowledge of medical devices, robotics, and service operations.

• Proficiency in strategic planning, problem-solving, and process improvement.

• Excellent communication, stakeholder engagement, and cross-functional collaboration.

• Familiarity with service dashboards, reporting tools, and MS Office Suite.

4. Key Attributes

• Strategic thinker with execution orientation.

• Customer-first mindset with focus on service excellence.

• Thrives in high-pressure, dynamic environments.

• Adaptable, resilient, and collaborative leader.

• Passionate about healthcare innovation and building world-class service operations.