OEM Operations Head

1.Manage OEM Vendors – ensuring that they are equipped to – and capable of – supporting delivery against Customer Satisfaction and contract obligations with the meeting of operational KPI's and financial targets. Ensure tools and infrastructure is in place to meet our objectives and manage the process delivery to the field and our customers. Developing a high performance culture and delivery with a professional appearance that truly demonstrates a high performance team and culture

2.Design, implement and continuously improve operations processes to ensure a high quality of service, contract obligations are met, internal requirements are met (information tracking, reporting, costing etc., and financial targets achieved. Ensure OEM Operations are able to meet Quality Certification standards, manage the OEM installed base, and manage our customers expectations, through routine works and escalations. Determine and Achieve productivity saving targets

3.Work with senior management of OEM Vendors / SCM to ensure that the OEM Service operations are correctly equipped with tools, spares, and test equipment. Collaborate with SCM to develop vendors for OEM Service delivery

4.Support develop and implement strategic directions in Healthcare with CS management and Exec management. Implementing the service budgets by including the OEM installed base development and their contractual/non-contractual work

5.Ensure highest technical, operational performance of OEM Equipment installations, services and maintenance, upgrades and updates of according technical specification

6.Cooperation with the Service Operation functions and follow the implemented the required Service Support Processes SERVOR (Registration, clarification, dispatch, spare part logistic, service confirmation) for OEM Service delivery by Introducing and maintaining the ERP / service management system (SPIRIDON) for OEM Equipment. Maintain local customer database (e.g. Installed base). Ensure proper data collection for any service incident. Provide key performance parameter (KPI) as required by HC standards, related to product data, installed base and service performance etc.,

7.Ensure extensive support to the local Service Managers / Modality manager. Coordinate pricing for maintenance contract and other service sales offers. Ensure technical collaboration and knowledge transfer during offers and projects

8.Ensure the functional operation of a Customer Care Center for OEM Equipment service. Establish, maintain and control all functional operations of OEM Equipment and implement the required Service Support Process (registration, dispatch, spare part logistic, service confirmation)

9.Ensure qualified resources on the OEM Vendor side for service delivery process. Ensure proper technical and application support to customers. Define and supervise an escalation process

10.Report to Execution Head / CS Management on current service situation. Escalate service incidents according defined parameter

11.Ensure commercial efficiency and profitability of the service operation. Analyze the commercial and technical key data (Score Cards). Propose and implement measures for obtaining the agreed targets and budget values in coordination with the technical and commercial management

12.Ensure with high operational performance expected high customer satisfaction. Follow up any customer complaint to satisfactory closure

13.Overview recourse development and execute required man power calculation related to OEM I-base development and budget frame. Develop staff training in coordination with OEM Vendors if necessary

14.Operate and control logistical activities within Customer Services of OEM related parts including Order / return of spare parts from / to OEM. Control and deliver tool and test equipment if necessary for OEM Equipment

15.Set up responsibility for the focused development of service delivery and adherence to SLA by OEM Service providers and the processes necessary to develop collaborate and leverage digital infrastructure

16.Holds the disciplinary responsibility for the staff assigned

B.E/B.Tech/M.E/M.Tech in Biomedical Engineering/Electronics with 10-15 years experience in healthcare service industry preferably in biomedical department or large hospital chains.

Experience in managing OEM vendors for service deliverables.

Prior team handling experience is desirable.