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Branch Service Manager

BD -
Bengaluru, Karnataka

Apply Now

Job details

3 days ago

Qualifications

Leadership

Full job description

Now

Job ID

R-546867

Job Description

The Branch Service Manager is responsible for driving service delivery excellence, ensuring high instrument uptime, managing field service operations, and enhancing customer satisfaction across the assigned territory. The role involves leading service engineers, managing contracts (AMC/CMC), and ensuring compliance with Company`s service standards and business objectives.

1. Service Operations Management

Oversee installation, preventive maintenance (PM), and breakdown service activities for ADx Instruments.
Ensure >98% uptime of customer instruments through proactive service planning.
Monitor and drive closure of service calls within defined TAT.

2. Team Leadership & Development

Lead, mentor, and monitor a team of Field Service Engineers (FSEs) And ASMs.
Allocate resources effectively based on workload and geography.
Conduct regular performance reviews and skill development initiatives.

3. Customer Management

Build strong relationships with key customers (hospitals, research institutes, labs).
Address escalations and ensure timely resolution of critical issues.
Drive customer satisfaction and retention through high-quality service support.

4. Service Contract & Revenue Management

Drive AMC/CMC conversion and renewal targets within the assigned branch.
Support service revenue growth including spare parts, upgrades, and billable visits.
Coordinate with the commercial and finance teams for invoicing and collections follow-up.

5. Compliance & Quality

Ensure adherence to BD service SOPs, documentation, and audit requirements.
Maintain service records, PM reports, installation reports, and regulatory compliance.
Support internal and external audits as required.

6. Spare Parts & Inventory Management

Monitor availability and consumption of spare parts.
Coordinate with supply chain/logistics to minimize downtime due to part shortages.
Optimize inventory levels at branch level.

7. Stakeholder Coordination

Collaborate with Application Specialists, Sales Teams, and Regional Leadership.
Support product installations and ensure application readiness at customer sites.
Coordinate with global/regional support teams for technical escalations.

8. Reporting & MIS

Provide regular service dashboards on KPIs (uptime, call closure, contract coverage, revenue).
Analyze service trends and identify areas for operational improvement.
Present branch performance updates to leadership.

Key Performance Indicators (KPIs)

Instrument uptime (%)
Service call closure TAT
AMC/CMC renewal rate
Service revenue achievement
Customer satisfaction score (CSAT)
Audit & compliance adherence

Why Join Us?

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive.

We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.

To learn more about BD visithttps://bd.com/careers.

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally protected characteristics.

Required Skills

Optional Skills

Primary Work Location

IND Bengaluru - Cornich Al-Latheef

Additional Locations

Work Shift

Apply Now

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