JOB DESCRIPTION 

 
Designation  Service Engineer 
Department   Service 
Geo/Vertical/Function  
Modality  Multi Modality 
Reporting To  Cluster Manager/Circle Manager – Service 
Revenue OP Per As per suggested by Service Manager 
Quarter 
Relevant Work Fresher or Minimum 2yrs experience in Medical Equipments 
Experience Needed 
GW Band for Role  PL1 
Budget CTC  2-4LPA 
Business Importance of the Role: This role owns driving Service Delivery & Service business
results as per Operational Metrics defined below & meets the operating Business Plan of Genworks.
Manages high level of Customer satisfaction through Service Excellence at assigned customer
accounts/IB by driving various Operations parameters as per target. Also drive Commercial
excellence through AMCs, CMCs, Part Sales, Accessories & Consumable Business time to time.
Over a period of time becomes the Customer success leader & be the Point of contact by building
strong relationship between Genworks & respective OEM. 
Key Responsibilities to Deliver (Daily, Weekly, Monthly, Quarterly, Annual): 
 Timely installation, Troubleshooting and Calibration 
 Pre-installation demos, checks and user maintenance training for instruments
including primary level of application issues and standardisation handling.  
 To carry scheduled Preventive maintenance for all instruments as per timelines.  
 Troubleshoot Instrument related issues (break fix issues).  
 Escalate unresolved disputes with Customer by connecting with various
stakeholders  
 Increase Capture rate YOY by collecting warranty Capture/Contract Renewal of
assigned IB in AMC or CMC collection for Instal Base out of warranty.  
 Generation of consumables and spares business.  
 To maximise Consumer business from Installed base of equipment’s. 
 Strive for customer success through solutions-based growth approach. 
Ideal Candidate Persona (Education, Work Experience, Skillset, Mindset) to be successful in
the role: 
 Diploma or Bachelor or master’s degree in Engineering from an accredited academic
institution.   
 Fresher or 2 Years of relevant experience in Med Tech sector in companies of similar
size and scale. 
 Decent presentation & Articulation skills; able to present ideas to customers in a way
that produces understanding and impact. 
 Able to travel extensively without boundary. 
 Ability to work with the team and follow up for deliverables daily over
telecon/email. 
 Communicate a vision and show good leadership capability. 
 Excellent interpersonal and communication skills to effectively influence and build
strong relationships with multiple stakeholders and confidential/sensitive information. 
 Proven ability to impact and influence at all levels within the company to achieve
optimal outcomes 
 Should adapt to a dynamic, fast paced and rapidly changing matrix environment 
 Ability to effectively network across a variety of teams to build solid relationships. 
 Capability and willingness to operate on both macro and micro issues. 
 Should have good analytical, problem solving and negotiation skills 
 
 
Key Competencies Ideal Candidate should demonstrate to be successful in the role: 
 Customer-Focused Service : Has knowledge of the functions of our
products/services and how our customers use them, develops strong & long-term working
relationships with internal and external stakeholders/OEMs, anticipates what a customer
might need & provides them without being asked, focuses on resolving customer queries
quickly, sets clear expectations to customers about what can be provided, provides direct,
informative & accurate responses to customers, ensures customers’ issue is correctly
identified and remains focused on it until it is resolved  
 Agility & Response to Change: Adapts easily to new situations & demands, looks at
new possibilities, deals well with ambiguity, has patience in trying circumstances, shows
composure under pressure, does multi-tasking, has a positive attitude towards change,
anticipates & overcomes barriers to change, understands need for change & how they
help in achieving organization goals, communicates positively to team members, sees the
necessity for the organization to be flexible & agile, strongly focuses on maximising
efficiency & enhancing overall quality.  
 Accountability: Takes responsibility for achieving group goals, establishes, and uses
dashboards & metrics to measure accomplishment of group goals and makes adjustments
in work as needed, uses metrics and other resources to identify and resolve systemic
issues, is aware of repercussions on missing revenues & strives to course correct to
achieve target, is empowered to take decisions, takes personal accountability for own
actions and errors. 
 Relationship building: Looks to build trust with customers, demonstrates
understanding of the customer's needs & expectations, builds strong relationships with
multiple key influencers & maintains frequent interactions. 
 Negotiation & Pricing: Represents company interests, achieves a win-win for
customer & company, maintains price book pricing in the market, has a low frequency of
requesting special pricing (<10% of all deals) & maintains confidentiality of the same,
applies different pricing strategies to proposed solutions. 
 Planning & analysis: Understands the business need, organizational goals and how
they translate into operational needs, is aware of the complete business cycle and possible
bottlenecks in the process, works efficiently to reduce TAT, forecasts monthly in line
with business expectations & revenue projections across modalities, tracks stock
availability, leverages previous trends and metrics to improve operational capability
provides early warning signals on risks, presents cash need by business, makes prudent &
efficient business decisions on logistics & warehousing for each transaction, identifies
risks affecting supply/delivery/customer demand. 
 One-Genworks Solutions approach: Follows modality-based guidance matrix for
product positioning by understanding customer's workflow, leverages vast product
portfolio to cater to more customer segments across all modalities. Promotes customer
care area focused solutions, identifies, and creates differentiation to the solutions offered,
constantly takes newer solutions added to his/her portfolio to customers and provides
feedback, shows intent & effort as a true GW champion 
 Discipline towards Internal processes: Adopts company policies, utilizes required
digital tools - CRM/ERP/E-commerce/OKR systems, first-time right for documentation
for order processing & revenue recognition, adheres to sales, demo & buyback processes,
complies with legal & statutory requirements, closure of customer AR. 
 Domain Expertise: Provides reliable inputs in his/her domain of expertise and is able
to explain the value proposition to the customer, is able to demonstrate & convince the
value of the solution to customers, shows a willingness to learn & unlearn in the chosen
domain. 
 Strong Org Citizenship & Integrity: Treats people respectfully, is direct and honest
yet sensitive while working with others, works together with colleagues to solve problems
and provide leverage to any team, treats colleagues & customers with dignity and respect,
 and works without bias, is fully accountable for actions taken and ensures that they are in
full compliance with the company's rules and regulations 
 Commitment to excellence: Is ambitious, pursues goals, maintains focus,
demonstrates results in a variety of selling scenarios, is passionate about his/her role and
continuous seeks to learn best practices and gain mastery. 
 Customer Champion: Exhibits humility to listen, understand and empathise with the
customer, goes over and beyond to delight the customer, putting the customer first for
ALL decision making, understands the target customers profile/needs and pain points, has
a strong pulse on competition, effectively prioritises the top customer problems that can
have an impact in the market.