Perfint Healthcare
Website:
perfinthealthcare.com
Job details:
Company Description Perfint Healthcare Pvt Ltd is an Indian medical robotics company focused on assisting physicians to perform complex image-guided, minimally invasive Oncology and Surgical procedures. Perfint's guidance solutions integrate cutting-edge engineering with clinical insights to address key clinical needs while keeping an uncompromising focus on patient safety.
Our Customer Support team proactively collaborates with physicians and technicians to improve clinical outcomes and physician productivity
Role Description The Manager – Customer Support is a full-time, on-site role based at our Chennai HQs with frequent travel to customers. The Customer Suppoprt Manager shall be the Customer Champion within Perfint and shall directly own Product Quality and Adoption at the customer. The manager shall be responsible to :
- Build and lead a world-class team of skilled product support engineers and clinical specialists
- Ensure the team is well trained in and is compliant with Perfint Quality Management system (Perfint QMS)
- Sustain industry leading levels of product availability for use (Uptime, MTBF) through defect free installation and handover, preventive maintenance and complaint resolution
- Proactively engage with users to achieve high levels of product adoption through continuous training, new procedure introduction and clinical education.
- Ensure thorough CAPA of customer complaints including adverse event reporting
- Own PMS / PMCF along with product manager and regulatory manager
- Drive product excellence by collaborating with users and the product manager to reduce procedure time, procedure cost, identify new features & procedures, competitive benchmarking etc
- Generate a continuous steam of revenue from disposables. upgrades and service contracts
Qualifications : Candidates should possess an engineering degree with 5-7 years hands-on customer support management experience in complex, capital/durable medical equipment industry. Successful candidates MUST have :
- Hands-on experience in addressing patient safety and clinical excellence
- Ability to maintain cordial customer relationship under pressure and champion patient/physician causes internally
- Ability to work seamlessly across levels within the organisation
- Hands-on experience in driving Product Quality (Reliability , Availability) and Product Adoption (utilisation) in complex, new medical technologies (eg : Medical Robotics, Navigation etc) through innovation, sustainable issue resolution, innovate and by adopting evolving customer support practices and tools/ techniques
- Hands-on experience in leading implementation of QMS (ISO13485) and regulatory compliance
- Keen eye to identify new opportunities - product features, procedures, customers
- Well versed with metrics and disciplined in timely reporting of data (dashboards) related to customer support
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