Service Executive Full Time

We help make the world a healthier place, for almost 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve patients’ and consumers’ health.

A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. The entrepreneurial adventure, which began over a century ago, is driven by an unrelenting commitment to improve public health worldwide and making the world a healthier place.

bioMerieux India

We are 100% subsidiary of bioMérieux sa, Marcy L’Etoile, France and have been in the Indian market for more than 25 years. Serving close to 5000+ customerswith our diagnostic solutions in clinical microbiology, immunology, molecular biology and industrial microbiology; providing our healthcare professionals and our industry players crucial information in antimicrobial resistance, sepsis, acute care syndromic approach and food safety to protect patient and consumer health.

Joining bioMérieux, is choosing to join an innovative company with a long term vision, committed to the service of public health and carried out with a humanistic corporate culture.

We look for candidates whose motivation is to invest in themselves, in the projects of the future, and to participate in a collective adventure led by a pioneering spirit.

Location: Vishakhapatnam

Position: FSE

Educational Qualification

Minimum: B.Tech / B.E in Electronics, Instrumentation, Bio-medical.

Experience : 0-3 years of experience.

Key Responsibilities

• Achieve the Service Budget for spares, maintenance contracts and service calls for the year through well planned coverage of the installed base to maintain high levels of customer satisfaction for technical support. Maximize contractual coverage of the installed base.
• Timely and complete installation of all new equipment sold or moved by a customer with our knowledge.
• Ensure timely responses to all service requests – customer calls and preventive maintenance during contracts or warranty as applicable. Total adherence to terms of our service contracts.
• Maintain a high level of engineering expertise across all relevant systems and peripherals. Ensure effective and complete service calls to build a high levels of customer satisfaction with technical support received.
• Active collection of outstanding amounts to ensure that the DSO is at or less than budgeted amount.
• Ensure that all documentation and reports are completed and submitted in a timely manner – installation report, service report, preventive maintenance report and any other as required.

Job Description

• Ensure installation of all systems as per the timelines defined and after accurate pre-installation checks wherever required. Installation must be done with full diligence to ensure that the system performs optimally. Installation report to be filled in and completed with customer attestation after every installation. Usage of Instrument Card is mandatory.
• Explain all caution and precaution to be exercised by the operator during usage of the system especially during warranty. Ensure that the customer has read and understood warranty terms and conditions for main system and peripherals.
• Keep strict adherence to terms of contracts as regards timely preventive maintenance and breakdown response times ensuring quality service actions. PMs to be done as scheduled during contract and/or warranty and all documentation to be completed to track compliance.
• Achievement of the Service Budget for the year ensuring accurate pricing and timely invoicing to customers.
• Maximize contract coverage of the installed base through actively convincing customers to buy our service products and demonstrating the superior value of our service capabilities. Meet the budgeted service sales figures through the above action and similar promotion of all paid service.
• Sales of spares will be done only wherever the systems have genuine requirement and other options could compromise the performance quality. Customers are to be explained about the need to replace the spare and the consequences of not doing so.
• Collection of timely payment from customers to maintain the DSO at or below budgeted levels at all times through pro-active actions.
• Place orders for spares in a timely manner so that downtimes are minimized. Request for invoicing as soon as spares are replaced. Ensure return of unused spares back to HO as per the process.
• All software updates must be completed strictly within the timelines provided and related documentation completed. All actions relating to GCS and locally directed FCAs to be completed in a timely manner and documentation submitted promptly.
• Continuously upgrade skills and knowledge levels to maintain effectiveness on field through reading, training, internal practical sessions and on the field work.
• Maintain professionalism in all interactions with customers to promote satisfaction and belief in the quality of the bioMerieux brand.
• Gain customer and market insights to identify opportunities to upsell/cross sell and share these with the Regional Manager and Team.
• Be a brand Ambassador for the Company through professional, skilled behaviour and responses to customer requirements.
• Ensure ethical and compliant behaviour at all times

Key Deliverables

• Achievement of 100+ % of budgeted A/B for sales.
• Achievement of DSO and profitability targets.
• Development of a strong and capable Team across sales, Applications, Field Service and regional assistant functions with a recommended succession plan.
• Strong brand image for bioMerieux as a high medical value solutions provider, a fair player and a good employer.