PARVEEN MADAN

• Short description: Pune HIC is a Philips Global Innovation Center, where I act as a Service Project Manager, ensuring service deliverables and effective service team management. I am part of the CT/AMI team, managing Life Cycle Management (LCM) activities for SPECT, PET, and CT scanners. In this role, I represent the Global Service Business and hold primary responsibility for handling spare part obsolescence, driving service cost optimization, releasing Field Change Orders (FCOs), maintaining spare parts and service manual web portals, simplifying processes, and managing the service team. My interest in project management has motivated me to pursue PMP certification. To achieve this, I have started building knowledge based on the PMBOK framework. I have successfully completed the 35-hour PMP exam preparation course, and my next milestone is to achieve PMP certification

Detailed Description -

• Participate in Design Change Process `to represent the service point of view; to consult the team on service related issues, investigate the implication of new technology on the service processes, translate this into business impact and defend this in the project team.
• Improve and secure the serviceability of released products and sub products by representing the service organization in the product development process
• Investigate new designed products on their serviceability based upon the defined service requirements. Advises development how to realize an optimal serviceability of the component
• Participate in FCO studies, decision and release for implementation in field
• Work closely with V&V team to create overall test design including test cases for verification and validation of service functionalities in the product and the overall serviceability of the product
• Run overall service projects of Defining, creating and publishing the required spare parts for the specific product as well as the service deliverable package (Service Manuals)
• Executes validation tests within the validation phase of the project based on defined test cases and test plan.
• Work closely with R&D to solves sub-system/component related technical customer complains that are escalated from Field
• Participates in improvement projects on reliability/serviceability of the applicable sub-systems components.
• Improves the service deliverable package of the applicable sub systems/component based on field feedback.
• Driving initiative to improve Remote Resolution Rate, First Visit Fix Rate, Unused Parts Return Rate, call rate & Service DEFOAs
• LCM Service support for 13k+ install base of SPECT, PET and CT products globally
• TCO project ownership
• Support L3 expert team to resolve customer escalations.

• During the working period of 6 years, I enjoyed Journey from Field Service Engineer to Service Sales Manager.
• Joined as Field service engineer, primary responsibility - Attend CT scan breakdown calls, plan and execute system PMs, Build good customer relations with highest NPS score keeping Quality and Integrity on top most priority
• Looked after Delhi NCR +Agra region
• Excellent hands on experience on GE CT Scanners (16 slice to Cardiac 64 Slice)
• Key strength - Define Priorities, Customer handling & Commercial deals closer
• Consistent demonstration of excellent performance helped me to handle new roles of Sr. Field Service Engineer role and then Customer service specialist with added responsibilities and expectations
• Considering my interest towards commercial activities, moved to new role of Service Sales Manager.
• Responsible for driving commercial business of after sale services (Contract, Tubes, Spare Parts, Upgrades, sales) with dealer management.
• Looked after Delhi-NCR, Western UP & Srinagar

• I was part of HIC Responsible for providing T3 support for C-Arm system, maintaining and creating new service information, Manuals, tips and training content for field team. SWO data analysis and training delivery was most enjoyed part for me.

• Company Overview: Zenith Medical System Pvt Ltd. was third party company, deal in Sales and after sales service for GE make CT Scanners.
• My key area of responsibility was to generate sales lead and its closer, Service contract renewal and attend system breakdown calls for North India region

• Company Overview: C-Max was third party company, deal in Sales & After sales service of refurbished GE make CT scanner.
• I worked as Field Service Engineer and responsible for attending breakdown calls.