MicroPort Orthopedics
Website:
microport.com
Job details:
Job Summary
The Service Lead / Engineering Head is responsible for establishing, leading, and scaling the technical service organization for MicroPort MedBot in India and South Asia. As MedBot continues to expand its presence in India and South Asia, this role will play a critical part in building service infrastructure, ensuring operational excellence, driving customer satisfaction, and supporting the successful installation and lifecycle management of robotic surgical systems.
The role requires a strong combination of technical leadership, customer service excellence, operational management, and strategic planning. The successful candidate will work closely with Commercial, Clinical, Training, Quality, Supply Chain, Regulatory Affairs, and Headquarters teams to ensure best-in-class customer support and service delivery.
Core Responsibilities
Service Organization Development
- Build and lead the MedBot India and South Asia service and technical support organization to support business growth and customer success.
- Establish service processes, operational standards, escalation procedures, and performance metrics.
- Develop service capabilities, resource planning, and talent development strategies to support long-term business expansion.
- Drive a customer-centric culture focused on responsiveness, quality, and operational excellence.
Installation, Service & Technical Support
- Oversee installation, commissioning, preventive maintenance, and corrective maintenance of robotic surgical systems.
- Ensure timely resolution of technical issues while minimizing system downtime and operational disruption.
- Lead technical escalations and complex troubleshooting activities, collaborating with global engineering and R&D teams when required.
- Monitor service performance and customer satisfaction metrics to continuously improve service quality.
Operational Excellence & Process Improvement
- Develop and implement service KPIs, operational dashboards, and performance reporting mechanisms.
- Drive service productivity, resource utilization, and continuous improvement initiatives.
- Utilize service data, analytics, and feedback to identify opportunities for process optimization and proactive service interventions.
- Support digital service, remote diagnostics, and predictive maintenance initiatives where applicable.
Customer & Stakeholder Management
- Build strong relationships with hospital leadership, biomedical engineering teams, surgeons, clinical users, and key customers.
- Act as the primary escalation point for critical customer service issues.
- Partner with commercial teams to support customer evaluations, installations, upgrades, and service contract discussions.
- Support customer retention through exceptional service delivery and relationship management.
Cross-Functional Collaboration
- Partner closely with Commercial, Clinical Affairs, Training, Quality, Regulatory Affairs, Supply Chain, and Headquarters teams.
- Support product launches, software upgrades, and new technology introductions.
- Provide customer and field feedback to support product improvements and future innovation.
- Ensure alignment between India and South Asia operations and global MedBot service standards.
- Quality, Compliance & Risk Management
- Ensure full compliance with company quality systems, safety standards, and regulatory requirements.
- Support audits, complaint investigations, CAPA activities, and field corrective actions when required.
- Drive service documentation accuracy and service reporting excellence
Qualifications
Education
- Bachelor's degree in Biomedical Engineering, Electronics Engineering, Electrical Engineering, Mechanical Engineering, Mechatronics, or related discipline.
- Advanced technical or management qualifications are an advantage.
Experience
- Minimum 12–15 years of experience in technical service, field service, engineering operations, or customer support within the medical device industry.
- Proven experience managing technical service teams and service operations.
- Experience supporting capital medical equipment is required.
- Experience in surgical robotics, imaging systems, cath labs, MRI, CT, navigation systems, or other high-end medical technologies is strongly preferred.
- Demonstrated experience in building service capabilities, operational processes, and customer support infrastructure.
- Strong exposure to service KPIs, process improvement, remote support technologies, and operational analytics. Based on the experience outlined in, experience in remote diagnostics, predictive maintenance, team leadership, quality systems, and service transformation would be highly relevant
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