Service Call Administrator

Job Description

Job description- Service Call AdministratorMedi Transcare Sola,Ahmedabad,GujaratJob 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.
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 CLIENTs customers PAN India:
• Installation activities
• Planned maintenance 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.
• 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 of Resources:
• Based on the approved plan, assign and dispatch field engineers or technical resources to the CLIENTs 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 CLIENTs customers.
• Continuously monitor the service progress and update both Company he CLIENT regarding any delays or changes.
Resource & Cost Management:.
• 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 Companys internal standard operating procedures (SOPs) and comply with industry safety and quality standards.
• Identify and address any non-compliance issues in coordination with Companys compliance team.
Required Skills:
• Customer Service & Client Management: Proven ability to manage client relationships, address service requests, & ensure customer satisfaction.
• Planning & Coordination: Strong organizational skills to manage planned & 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
• Qualifications:
• Bachelors 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.
• Other Requirements:
• Ability to work in a 6-day workweek as per Companys 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 experienceJob Type: Full-timePay: 300,000.00 - 400,000.00 per year

Keyskills :
logisticstechnicalclientplanningmanagementservicereportingcoordinationcustomerdocumentation