Territory Service Manager

Overview

Provides technical support for customer applications and company products, handling on-site installation, maintenance, troubleshooting and repair of instruments and systems in an assigned territory.

What you'll do

• Provide technical support in the development and implementation of customer applications and company products.
• Conduct on-site enhancements, maintenance, and support for new and existing systems.
• Implement new product configurations and software upgrades, and install network devices and/or hardware components and peripherals.
• Diagnose, troubleshoot, and repair technical problems.
• Fulfil aftersales needs of customers in the assigned territory.
• Maintain response time and downtime as per the SLA for assigned customers.
• Be accountable for instrument installation and warranty service in the field.
• Be accountable for billable service and promote service contracts.
• Deliver actionable data-driven insights to explore new areas of operational excellence.
• Ensure all in-field activities are carried out safely, complying with company EHS guidelines and procedures.
• Perform field service as advised by the Group Leader, carrying out repairs, maintenance and installation of instrumentation and accessories.
• Provide highly visible customer support through on-site installation, troubleshooting, service, and repair of complex equipment and systems.
• Execute preventive maintenance calls as scheduled.
• Actively demonstrate compliance with all team targets.
• Maintain personal service spares and inventory records to the highest specified standard.
• Submit fully completed service documentation, service reports and expense claims daily.
• Ensure quality standards are maintained while servicing equipment.
• Maintain good communication at all relevant levels of the customer organization.

What you'll need

• Knowledge of company and third-party vendor products used in the customer's application or systems.

Details

• Location: India, remote.