Job Description

Title: Service & Application Engineer
Reports To: Senior Service Manager
Peers: ASMs, Service Engineers & Application Specialists
Other Key Relationships: RSMs, KOLs, Customers, Service Associates & Other Functional Support Staff
Summary of Position
The Service & Application Engineer's primary responsibility is to deliver high-quality service to enhance customer loyalty and advocacy.
The role involves:

• Enrolling customers under AMC & CMC plans.
• Providing technical demonstrations of all products and supporting sales efforts.
• Identifying new opportunities with existing customers and passing leads to the sales team.
• Ensuring minimum downtime for critical medical equipment through efficient service.

Key Responsibilities

• Perform component-level/board-level repair of Ultrasound, Patient Monitors, Color Dopplers, and Microwave Medical Disinfection Systems at customer premises or service centers (during and post-warranty).
• Conduct live demos, product training, and technical presentations for customers.
• Handle customer queries effectively during demonstrations and post-installation.
• Enroll customers in AMC/CMC contracts, ensure service delivery, and collect AMC/Repair dues.
• Upsell additional products/services to existing customers.
• Generate sales leads and support business closure with new clients.
• Provide timely repair of breakdown systems with continuous focus on reducing downtime.
• Take regular follow-ups with customers when AMC contracts are due for renewal.

First Six Months Expectations

• Acquire comprehensive knowledge of the full product portfolio.
• Understand organizational culture and align with team workflows.
• Achieve 6-months' KRA targets.
• Build and maintain strong relationships with Service Associates, Sales, Marketing, and Key Accounts.
• Identify potential customers for AMC/CMC contracts.

Skills Required