Technical Customer Service Manager

2 days ago

Navi Mumbai, India Stemtech Medical Devices Full time

Job Title: Technical Customer Service Manager – Medical DevicesLocation: Mumbai, IndiaRole Summary:We are seeking an experienced Service Manager to lead our medical device serviceoperations. This individual will be responsible for scheduling and maintaining preventivemaintenance, coordinating with hospitals, troubleshooting technical issues, and ensuringservice is a key differentiator for our company. The role also includes recruiting andtraining technicians, building strong hospital relationships, and liaising with R&D to provideproduct feedback.Key Responsibilities:• Schedule, plan, and oversee preventive maintenance of installed medical devices athospitals.• Troubleshoot technical issues and ensure timely resolution to minimize downtime.• Coordinate closely with hospital biomedical engineers, clinicians, and administrators.• Recruit, train, and manage field service technicians to deliver best-in-class support.• Ensure all service activities are compliant with ISO 13485 and other regulatory standards.• Build strong customer relationships and ensure high satisfaction with service quality.• Provide structured feedback to R&D regarding recurring service issues to improveproduct design.• Maintain detailed service records, documentation, and reporting of service KPIs.Required Skills & Qualifications:• Bachelor’s degree in Biomedical Engineering, Electronics, or related field.• 3–6 years of experience in service management for medical devices.• Strong troubleshooting knowledge in electro-mechanical systems.• Excellent communication and soft skills for hospital interactions.• Leadership qualities to manage and motivate service teams.• Knowledge of ISO 13485, and hospital workflows is a strong advantage.

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