Akash Jain

Experience

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  Bhakti Vedanata Hospital

  Jun 2007 - Dec 2007

  Trainee Biomedical Engineer
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  Coherent Medical Systems

  Oct 2009 - Aug 2011

  Service Engineer
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  Esaote India (NS) Ltd

  Aug 2011 - May 2012

  Service Engineer
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  Stryker

  May 2012 - Aug 2015

  Sr. Service Engineer

  · Service Operations Leadership: Managed service operations across Mumbai and the West Region, overseeing installations, repairs, preventive maintenance, and calibration of medical equipment.· Revenue Generation: Captured CMC and AMC contracts, generating significant service revenue, including Rs. 40 lacs from a single key account and achieving the highest individual contribution of Rs. 1 Cr in 2015.· Training & Education: Delivered application-based training to doctors and hospital staff, conducted ProCare Camps, and provided technical knowledge on maintenance and troubleshooting to enhance customer competence and satisfaction.· Resource Optimization: Controlled spare stock and loaner inventory to maximize operational efficiency and ensured timely maintenance of repair work records.· National Representation: Represented the West region at national-level management review meetings, sharing insights and driving alignment on service goals and performance. Show less

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  Philips Health Systems

  Sept 2015 - Sept 2018

  Assistant Manager - Service & Operations

  · Customer Satisfaction & Service Delivery: Maintained high Customer Satisfaction Index (CSI) and KPIs by ensuring quality and timely service delivery across India, Nepal, Bangladesh, and Sri Lanka.Page 2· Team Leadership: Managed a team of 15 engineers across 5 service centers and a call center, driving customer handling excellence, compliance adherence, and team development.· Revenue Growth: Increased service revenue from $50K in 2015 to $200K in 2018 by promoting CMC contracts and driving sales of accessories & consumables through service centers and channel partners.· Operational Excellence: Conducted audits, ensured compliance with company policies, and collaborated with global service teams on process improvements, escalations, and product updates.· Additional Contributions: Successfully handled sales operations for Gujarat territory for six months, demonstrating versatility and alignment with organizational goals. Show less

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  KARL STORZ India

  Sept 2018 - Nov 2021

  Regional Service Manager - Western Region

  · Team Leadership: Managed a team of 22 engineers and 15 service partners, providing comprehensive service support to clients across West India and ensuring adherence to company standards.· Revenue Generation: Achieved significant growth in service revenue, 30% YOY from 2018 to 2021 by capturing new AMC/CMC contracts and driving the sale of consumables, accessories, and out-of-warranty repairs.· Customer-Centric Approach: Built and maintained strong relationships with key customers, fostering a customer-focused model that enhanced satisfaction and loyalty (NPS/CSAT improved from 7 to 9.2).· Operational Efficiency: Monitored service metrics, optimized standby devices and spare inventory, and implemented corrective actions to improve service efficiency and client experience.· Financial Discipline: Reduced regional accounts receivable (AR) by 50% in 2018 compared to 2016 through effective billing processes and proactive follow-ups. Show less

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  Thermo Fisher Scientific India

  Dec 2021 - now

  · Revenue Growth: Achieved over 50% YoY growth in channel partner service revenue, from 2021 to 2024, while expanding the network to 40 channel partners.· Customer Satisfaction: Improved ASP NPS/CSAT from 6 in 2021 to 8.7 in 2024 through enhanced service policies, CRM implementation, and proactive customer engagement.· Team Leadership: Managed 40+ channel partners and 80+ engineers, overseeing service operations across India and fostering high-performing teams through technical and soft skills training.· Strategic Initiatives: Successfully implemented the ASP model in four divisions of Thermo Fisher Scientific, demonstrating cross-functional leadership and strategic execution.· Operational Excellence: Developed service policies, monitored metrics, and resolved channel conflicts to ensure compliance, high-quality service delivery, and alignment with KPIs. Show less

  • Service Channel Manager

    Dec 2021 - now

  • Service Channel Manager

    Dec 2021 - now