Job description- Service Call Administrator
Medi Transcare – Sola, Ahmedabad, Gujarat
Job Summary:

• The Service Call Administrator will be responsible for coordinating and executing service-related activities.
• This includes overseeing installation, maintenance, and break-fix services at customer locations PAN India.
• The role involves managing planned and unplanned service calls, deploying resources, submitting service plans, and ensuring timely completion of tasks.
• Excellent communication and organizational skills are essential to maintain client satisfaction and operational efficiency.

Key Responsibilities:
The Service Call Administrator will manage the following tasks and processes:
Service Delivery Coordination:
Coordinate with the CLIENT to manage all service requests, ensuring following services at the CLIENT’s customers PAN India:

• Installation activities
• Planned maintenance services
• Break-fix services
• Other service calls as required.
• Ensure that the CLIENT provides service details for planned activities monthly and unplanned activities (such as break-fix services) as they arise.

Service Planning and Resource Allocation:
Submission of Detailed Plan:
Upon receiving service requests from the CLIENT, submit a detailed plan within five working days outlining:

• The requisite resources to be deployed for each service call.
• Timelines for completion of service activities.
• Estimated costs for providing the requested services.
• Coordinate closely with Company management to ensure that the plan is aligned with both CLIENT expectations and internal resource availability.

Approval and Execution of Services:

• Work with the CLIENT to obtain timely approval of the submitted service plans.
• Upon receiving approval, deploy the requisite resources (field service engineers, tools, spare parts) to the required customer locations.
• Ensure that service tasks are executed within the approved timelines and budgets.

Deployment and Service Completion:
Deployment of Resources:

• Based on the approved plan, assign and dispatch field engineers or technical resources to the CLIENT’s customer sites for service delivery.
• Ensure that all necessary equipment, parts, and documentation are available for the assigned field service engineers before deployment.

Service Completion Reporting:

• After the completion of each service task, collect and submit service completion reports to the CLIENT within the specified timelines.
• Verify that the service reports are accurate and include details of the work performed, any issues encountered, and customer feedback.

Service Call Management (Planned and Unplanned):

• Maintain an efficient tracking system for both planned service activities (monthly) and unplanned service calls (such as break-fix requests).
• Ensure proper prioritization of urgent unplanned activities to minimize downtime for CLIENT’s customers.
• Continuously monitor the service progress and update both Company he CLIENT regarding any delays or changes.

Resource & Cost Management:

• Manage resource allocation efficiently to meet the CLIENT’s service requirements within the approved budget and timelines.
• Monitor service costs, ensure cost-effectiveness, and report variances between estimated and actual costs to Company management and the CLIENT.

Client and Internal Communication:

• Act as the primary liaison between the CLIENT and Company for all service-related matters.
• Provide regular updates to both Company and CLIENT on service status, resource allocation, and any issues requiring escalation.
• Facilitate smooth communication between field engineers and CLIENT representatives at the customer location to ensure service quality.

Compliance with Company SOPs and Industry Standards:

• Ensure that all service activities adhere to Company's internal standard operating procedures (SOPs) and comply with industry safety and quality standards.
• Identify and address any non-compliance issues in coordination with Company's compliance team.

Required Skills:

• Customer Service & Client Management: Proven ability to manage client relationships, address service requests, and ensure customer satisfaction.
• Planning & Coordination: Strong organizational skills to manage planned and unplanned service activities, including resource deployment and timeline management.
• Service Logistics: Knowledge of field service operations, particularly in installation, maintenance, and repair of medical devices.
• Technical Understanding: Basic knowledge of medical devices (training provided by Company/ Client) and experience coordinating technical resources.
• Cost & Resource Management: Ability to manage resources and budgets, ensuring service tasks are completed efficiently and cost-effectively.
• Reporting & Documentation: Strong attention to detail in maintaining service records and reporting to both CLIENT and Company management.

Qualifications:

• Bachelor’s degree or equivalent in any discipline (preferably in Biomedical/ Electrical / Instrumental/ Electronics Engineering).
• 1-2 years of experience in a service coordination or administrative role, preferably in the medical devices or healthcare industry.
• Proficiency in using CRM systems and service ticketing software.
• Fluency in English.
• Advanced knowledge of MS Office, particularly in preparing reports and plans.

Other Requirements:

• Ability to work in a 6-day workweek as per Company's policy.
• Flexibility to handle urgent service calls and coordinate resources PAN India.
• Strong communication skills for managing client interactions and field engineer coordination.

Salary: Competitive, based on experience
Job Type: Full-time
Pay: ₹300,000.00 - ₹400,000.00 per year
Job Types: Full-time, Permanent
Pay: ₹300,000.00 - ₹400,000.00 per year
Benefits:

• Cell phone reimbursement
• Paid sick time
• Provident Fund

Schedule:

• Day shift
• Weekend availability

Experience:

• total work: 1 year (Preferred)

Work Location: In person
Speak with the employer
+91 8866833444