Srinivas Maddi

Experience

• 

  J Mitra & Co.Pvt ltd

  Dec 2003 - Sept 2006

  Sales and Service Engineer
• 

  Alcon

  Nov 2006 - now

  Provide training and support to Field Service Engineers (FSE) in the APAC(Asia-Pacific) region. Responsible for conducting comprehensive training programs on Medical Equipment's to onboard and develop new FSEs, ensuring they have the necessary knowledge and skills to perform their job effectively.In addition to training, responsible for assessing the performance and progress of FSEs. This involves conducting evaluations, tests, and practical assessments(QCERT) to measure their understanding and proficiency in handling various technical tasks and troubleshooting scenarios.Drafting training Curriculum , Service Manuals and Service Flash/Bulletins in collaboration with Global Technical Services team .Develops comprehensive documentation that provides step-by-step instructions, procedures, and troubleshooting guidelines for FSEs to reference while working on service calls. These manuals and bulletins ensure consistency and quality in service delivery.Analyzing breakdown calls and spares consumption in the APAC region. By reviewing and analyzing data(Using Service Max CRM) .Represent data to the APAC stake holders by making the dashboards (using Salesforce ,Tableau ,Power BI) during the regular meetingsIdentify trends, recurring issues, and report to Global Quality team .Overall, as a Technical Trainer involved in training and developing FSEs, assessing their performance, creating, and updating documentation, and analyzing data to continuously improve service quality and customer satisfaction in the APAC region. Show less Provide Tier 2 technical support to customers via phone, email, or chat, diagnosing and resolving technical issues promptly and effectively.Assist Field Service Engineers in resolving complex technical issues that require further investigation.Conduct in-depth data analysis and generate insightful reports using Tableau or similar data visualization tools.Develop and maintain dashboards to monitor key performance indicators (KPIs) and track FSE’s performance.Collaborate with cross-functional teams to identify and implement improvements to enhance customer experience and optimize technical support processes.6. Document and maintain accurate records of customer interactions, technical solutions, and issue resolution in the knowledge base.Continuously expand technical knowledge and stay up to date with industry trends and advancements to provide the best possible support. Show less As Medical Equipment Service Engineer ,responsible for providing technical support, maintenance, and repair services for Alcon medical equipment used in Opthalmic hospital . Play a crucial role in ensuring the smooth operation of medical equipment, meeting service contract targets, and addressing customer needs promptly and efficiently..Key Responsibilities:1. Attend to customer calls and resolve equipment malfunctions and issues in a timely manner, ensuring minimum downtime and disruption to healthcare services.2. Conduct preventive maintenance activities on medical equipment according to the established schedules to ensure their optimal performance and prevent breakdowns.3. Troubleshoot and diagnose technical problems with medical equipment, using appropriate testing and diagnostic tools.4. Repair and replace faulty components or parts of medical equipment as necessary, ensuring compliance with manufacturer guidelines and safety standards.5. Maintain accurate records of service and maintenance activities, including equipment history, work performed, and parts used.6. Collaborate with cross-functional teams, including biomedical engineers, clinicians, and equipment manufacturers, to resolve complex technical issues and provide comprehensive support.7. Adhere to service contract requirements, meeting the set targets for response time, uptime, and customer satisfaction.8. Keep abreast of technological advancements and new equipment models, attending relevant training and workshops to enhance technical knowledge and skills.9. Provide technical assistance and training to healthcare staff on the proper use and maintenance of medical equipment. Show less

  • St Technical Support Engineer-GTS & Training

    Oct 2023 - now

  • Technical Trainer

    May 2018 - Oct 2023

  • Technical Support Specialist

    Jan 2013 - Apr 2018

  • Sr Service Engineer

    Nov 2006 - Jan 2013