kajal ghosh

Stryker is a leading medical Equipment Manufacturer and service provider in USA for reconstructive, medical and Surgical and Neuro technology and spine products like Endoscopy, power tools and Navigation equipment. 1. Looking after complete Technical Service Operation for India and SAARC countries. 2. Setting up State of art repair centre and perform L1, L2 and L3 level repair facility. 3. Setting up customise CRM module to monitor equipment complaint and Customer satisfaction. 4. Setting up of Inhouse training for Filed service team and customer. 5. Introduce of ISO 13485. 6. Introduce of Service Dealer Operation for for Pan India. 7. Run service business models and taking care P/L, monitoring Service contracts , 8. Formulating strategic plans to improve the instrument downtime by providing efficient service. 9. Implementing systems and procedures, thereby improving the efficiency of the organization.

At Olympus looking after Pan India filed service operation. Manage Customer Complaints Management, Installation, Proactive Services, Service & Education Workshop, Contract Management and Service Repair Business, Loaner Management and Customer Satisfaction Survey,etc.

* Public Company * 51-200 employees * Medical Devices industry

*  Departments directly headed are: Technical Service Support and Quality Assurance, *  Job responsibilities: *  Technical Head of Instrument service support, product applications and customer relations * o Technology Management, CRM Improvement Plans and Implementation. * o Instrument Downtime Improvement by TAT Study, Competency Study, Resource Study. * Uptime Improvement achieving @ 95%. *  Key role in trouble shooting and maintenance of all Instrument related complaints. *  In charge of Quality Assurance of all instrument manufactured and imported instruments by SPAN Diagnostics. *  Instrumental role in Inventory Control and Planning. *  Established Centralized Complaint monitoring system for minimise downtime, monitoring engineers activities and customer satisfaction. *  Define Service and departmental budgets and assuring 100% service revenue by Contract Management system. Follow and controlling all regulatory matters and MIS related to technical department. *  Providing Technical and Application Training. Coordinating with principles.

* Casil Health Products was dealing with the Clinical Diagnostic Reagents and Instruments from HUMAN GmbH, GERMANY and from MEDTEK ASIA. *  Looked the ‘After Sales Service’ of almost 550 Instruments and 285 customers. *  Built strong customer relationship to ensure repeat business. *  Controlled Eight states total Instrument Servicing successfully. *  Worked in identified weak areas for promoting the products.. *  Accountable for ensuring the Service revenue generation through Contract Business and Spare parts selling, Buyback of old instruments and also was claiming Service Charge for the non-AMC instrument. *  Received “BEST SERVICE ENGINEER AWARD” for the year 2003 and 2004.