GOKUL Nanjappan
Bengaluru
Summary
People-focused Service Operations Leader with 15+ years of experience in healthcare technology, including robotic surgical systems, and advanced imaging platforms. Proven ability to lead complex installations, customer training initiatives, and cross-functional projects in high-stakes clinical environments. Recognized for strong ownership, mentoring engineers, and driving execution through structured processes, and collaboration. Adept at balancing deep technical expertise with leadership responsibilities to deliver uptime, customer satisfaction, and operational excellence.
Overview
16
16
years of professional experience
Work History
Field Service Engineer 3
Intuitive
Bengaluru
03.2024 - Current
- Played a pivotal role in India’s first DV5 installation, leading coordination across Marketing, Logistics, and Global Technical Support.
- End-to-end ownership of large, complex projects, such as AES and SMICTSI, consistently delivers successful, desired outcomes.
- Served as the technical and operational lead for digital ecosystem initiatives, including ITP, HUB, SimNow, and enabling first-time adoption, and building strong customer confidence in digital workflows.
- Act as the primary escalation point for complex technical and operational issues, driving structured root-cause resolution, while managing stakeholder communication and expectations.
- Mentor and coach junior engineers, strengthening technical capability, compliance adherence, and a customer-centric service mindset.
- Build and sustain trusted relationships with hospital administrators, biomedical heads, surgeons, and OR teams, consistently reinforcing Intuitive’s 'Patient First' service philosophy.
- Recognized by senior leadership with multiple MAD (Make A Difference) awards for demonstrating leadership, ownership, customer focus, and agility while delivering critical service outcomes in high-pressure environments.
Field Service Engineer 2
Intuitive
Bangalore
03.2019 - 02.2024
- Led end-to-end service execution for Da Vinci robotic systems across multiple customer sites, ensuring high system availability, and contractual compliance.
- Drove preventive maintenance, corrective maintenance, software upgrades, and field modifications, aligned with global quality standards.
- Supported service contract renewals, warranty extensions, and payment follow-ups contribute to revenue protection and customer retention.
- Championed customer training programs for biomedical engineers and OR technicians, improving operational readiness and system utilization, with an average trainer feedback score of 97%.
- Conceptualized and led the SimNow on-site SW upgrade initiative, coordinating with the global platform team and local FSEs to upgrade 80% of internal units, resulting in a potential productivity gain of 180+ days.
- Recognized with multiple MAD (Make A Difference) awards for ownership, collaboration, and customer impact.
Field Service Engineer (Assistant Manager)
Philips Ltd
Coimbatore
02.2015 - 03.2019
- Installation lead for the world's first Azurion Cath lab and Asia's first Azurion Biplane Cath lab, Sri Lanka.
- Delivered full lifecycle support: installation, training, troubleshooting, and maintenance for Cath Lab clients.
- Coordinated with hospital leadership, global experts, and cross-functional teams to ensure successful project execution.
- Multiple STAR Performer Award winners.
Executive Engineer
Siemens Ltd
Chennai
03.2012 - 01.2015
- Installed 15+ CT scanners and participated in 10 MRI installations
- Diagnosed and resolved equipment faults efficiently to minimize downtime
- Leading global provider of technology in the healthcare sector
Service Engineer (Contract)
Siemens Ltd
Chennai
06.2010 - 02.2012
- Provided independent service across multiple imaging modalities
- Engaged in servicing and maintaining medical imaging equipment
Business Engineer
Medifield Equipment Corp.
Chennai
07.2009 - 02.2010
- Managed sales and service for MAQUET OT lights and tables for top clinical customers
- Provided equipment solutions and managed service delivery in the medical field
Education
B.E - Biomedical Engineering
Velalar College of Engineering And Technology
Erode, Tamil Nadu05-2009
Skills
- Da Vinci surgical systems expertise (IS5000, IS4000, IS4200, IS3000)
- Project ownership and delivery
- Cath lab operations
- CT and MRI installation
- Complex medical systems troubleshooting
- Technical training design and delivery
- Customer relationship management
- Negotiation and stakeholder engagement
- SOP development and process optimization
- Service operations management
- Vendor procurement and tool selection
- Preventive and corrective maintenance planning
- Service KPI monitoring
- Spare parts and inventory management
- Complex problem solving
Key Achievements
- Led India’s first DV5 and HUB installations
- Initiated and delivered the SimNow upgrade program
- Installation lead for the world’s first Azurion Cath Lab and Asia’s first Azurion Biplane Cath Lab
- Recipient of 5 MAD (Make A Difference) Awards for leadership, ownership, customer focus, and agility
- Established technical training initiatives under the CAST program
Certifications
- IS5000, IS4000, IS4200, IS3000-daVinci system training at Sunnyvale-California
- Allura Xper Release 8.2 Essentials (Philips Healthcare, Singapore)
- CT Basics (Siemens Healthcare, Shanghai)
Languages
- English, Proficient
- Tamil, Native
Timeline
Field Service Engineer 3
Intuitive
03.2024 - Current
Field Service Engineer 2
Intuitive
03.2019 - 02.2024
Field Service Engineer (Assistant Manager)
Philips Ltd
02.2015 - 03.2019
Executive Engineer
Siemens Ltd
03.2012 - 01.2015
Service Engineer (Contract)
Siemens Ltd
06.2010 - 02.2012
Business Engineer
Medifield Equipment Corp.
07.2009 - 02.2010
B.E - Biomedical Engineering
Velalar College of Engineering And Technology