Territory Service Manager

Territory Service Manager, Service - Mumbai - India

At Smith+Nephew, we design and manufacture technology that takes the limits off living!

What will you be doing?

Territory Service Manager is responsible for repairing Endoscopy, Recon and ENT equipment and instruments which are our company's portfolio, set up processes for servicing function, maintain repair equipment, adhere to quality policies laid down as per QMS (Quality Management System) & as laid down by GBU (Global Business Unit).

The role includes:

• Provide comprehensive remote technical support to customers, as well as to the service and application teams.
• Record any requested information for customer complaints. Ensure all complaints are documented accurately and addressed promptly.
• Solicit and document feedback from surgeons and biomedical engineers following service calls. Use this feedback to drive continuous improvement and ensure high levels of satisfaction.
• Ensure the timely and accurate processing of purchase orders to facilitate service revenue realization. This involves meticulous attention to detail to minimize errors and ensure smooth operations.
• Prepare and submit quotations in a timely manner, ensuring all necessary details are included. Coordinate to meet client expectations and secure service agreements.
• Actively participate in marketing activities and develop initiatives to promote service offerings. Collaborate with the field service team to enforce marketing initiatives.
• Assist in organizing meetings, events, and other activities as needed. Ensure all logistical details are managed effectively.
• Regularly monitor and follow up on accounts receivable with field teams to significantly reduce past due AR. Strive to maintain minimal AR from current invoicing to support financial health.
• Collaborate closely with the finance team, AR team, and field service team to ensure accurate and timely invoice generation. Foster strong interdepartmental relationships to enhance overall efficiency.
• Manage and maintain detailed documentation for preventive maintenance activities. Ensure all field service data is accurately recorded and easily accessible for future reference.
• Maintain accurate service records and process warranty claims. Ensure all documentation is up-to-date and compliant with company policies.
• Compile, analyse, and present data using Excel to support decision-making processes. Prepare reports, presentations, and other documents as required.

What will you need to be successful?

Successful candidates would need the following:

• BE in Biomedical Engineering and MBA in Marketing.
• 2-3 years in service coordination / service revenue generation. Field support experience preferable
• Proficiency in both English and Hindi communication is essential. Strong proficiency in Microsoft Excel, PowerPoint, Word, Power BI, and data analysis. Proficiency in any ERP module is an added advantage.
• Ability to type at a speed of 60-80 words per minute.
• Driven and result oriented approach
• Strong analytical skills and problem-solving skill

Travel Requirements: >75%

You. Unlimited.

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.

• Inclusion + Belonging - Committed to Welcoming, Celebrating and Thriving.
• Your Future: Medical coverage + Policy exclusions and insurance non-medical limit.
• Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
• Your Wellbeing: Parents / Parents in Law's Insurance, Employee Assistance Program, Parental Leave.
• Flexibility: Hybrid Work Model (For most professional roles)
• Training: Hands-On, Team-Customized, Mentorship

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