ANIRUDDHA GANDHI
Customer Service Manager
Thane,MH
Summary
Senior Manager with expertise in people management, team building, and coaching. Proven track record in enhancing service delivery and operational efficiency through lean management principles. Experienced in technical support and team leadership, driving productivity and customer satisfaction in healthcare environments. Skilled in resolving escalations and maintaining quality and compliance standards.
Overview
14
14
years of professional experience
Work History
Sr. Manager - Services & Installations
GE Healthcare
Mumbai
04.2021 - Current
- Resolved customer escalations promptly to maintain high satisfaction with support services.
- Conducted needs assessments and performance reviews to enhance service effectiveness and productivity.
- Executed strategies to optimize service operations and improve engineer and material productivity.
- Oversaw installation and service delivery for CT, PET CT, Ultrasound, MRI, X-ray, CATH, LCS, and Cyclotron modalities in region.
- Directed Channel Partner Team to elevate service delivery outcomes across the region.
- Provided sales support for repeat and new purchases while fostering strong customer relationships.
- Applied Lean principles to boost field productivity and operational performance.
- Navigated GMED Quality Audit 9001 for service operations.
Customer Service Specialist
GE Healthcare
Mumbai
04.2017 - 03.2021
- Provided on-site support for premium CT and PET CT products, extending technical expertise across regions.
- Mentored modality service engineers in technical skills and first-line support for quicker customer issue resolution.
- Led project to enhance adoption of newer CRM platform, improving overall efficiency.
- Facilitated ISO 9001 Quality audit for modality services, ensuring compliance standards.
- Initiated improvements in operational parameters such as CSAT, TTR, and FCR to boost productivity.
Customer Service Engineer CT/PETCT
GE Healthcare
Mumbai
12.2013 - 04.2017
- Delivered on-site support for GE Healthcare CT and PET/CT digital imaging equipment.
- Trained on LightSpeed CT, BrightSpeed CT, Revolution CT 512 Slices, and Discovery PETCT.
- Collaborated with key opinion leaders in Mumbai to maximize equipment uptime.
- Provided technical expertise to resolve issues and improve service quality.
R&D Engineer - Medical Device Hardware
Maestros Mediline System Ltd
01.2012 - 01.2013
- Developed medical devices and telemedicine applications including ECG, NIBP, and temperature monitoring.
- Collaborated with product development and marketing teams to ensure alignment from concept to launch.
- worked with cross-functional teams throughout product lifecycle, focusing on execution and performance.
- Designed PCB layouts while selecting components for optimal functionality and reliability.
Education
B.Tech/B.E. - Biomedical
Mumbai University
Vidyalankar Institute Of Technology, Mumbai06-2012
12th, Diploma - Medical Electronics
VPM's Polytechnic Thane
Thane06-2008
SSC - 10th
Tilak Nagar Vidya Mandir
Dombivli03-2004
Skills
- People management
- Team building
- Customer experience enhancement
- Business reviews
- Productivity strategies
- Lean management
- Customer escalation resolution
- Channel partner development
- EHS compliance
- Quality assurance
- Project management
- CT and PET/CT expertise
- MRI and ultrasound service delivery
- Technical operations
- Product development lifecycle
- Preventive strategies
- Field engineering expertise
- Biomedical engineering operations
Personal Information
- Date of birth: December 20, 1988
- Gender: Male
- Address: 204/11 (Daffodil) Regency, Anantam, MIDC, Dombivli East, Thane 421203
- City: Thane, Maharashtra, India
- Marital status: married
Languages
Marathi
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Affiliations
Panelist, Syllabus Design for Medical Electronics - MSBTE
Timeline
Sr. Manager - Services & Installations
GE Healthcare
04.2021 - Current
Customer Service Specialist
GE Healthcare
04.2017 - 03.2021
Customer Service Engineer CT/PETCT
GE Healthcare
12.2013 - 04.2017
R&D Engineer - Medical Device Hardware
Maestros Mediline System Ltd
01.2012 - 01.2013
B.Tech/B.E. - Biomedical
Mumbai University
12th, Diploma - Medical Electronics
VPM's Polytechnic Thane
SSC - 10th
Tilak Nagar Vidya Mandir