Rajnish Singh
Heathcare Services | MedTech
Bengaluru
Summary
Customer-oriented General Manager with 26 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen.
Overview
27
27
years of professional experience
5
5
years of post-secondary education
Work History
General Manager-Service Sales-Ultrasound-ISA
Wipro GE Healthcare Pvt Ltd
2023.01 - Current
- Leading the Ultrasound Service Sales business for India & neighbouring countries.
- Accountable for Business Growth, Revenue generation, Profits & Margin, Product Lifecycle management & CRM.
- Analyzed market trends/data to identify potential opportunities for business growth within existing or emerging markets successfully.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels. Achieved Double Digit growth in 2023.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
- Collaborated effectively with cross-functional teams on various projects/initiatives aimed at enhancing organizational performance results.
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
Regional General Manager-Service Sales-North India
Wipro GE Healthcare Pvt Ltd
New Delhi
2017.07 - 2022.12
- Develop and implement business plans and sales strategies for the short and long-term development of the business in the North India & Nepal regions
- Define service business strategy & drive financial imperatives, business revenue, and collections for the region through direct team and dealers
- Drive new offerings for service for the North region across all customer segments, product modalities, and territories
- Formulate sales and service plans and negotiates effectively with customers within the assigned region
- Work closely with stakeholders including sales and dealers in the region to create a long-term, sustainable, recurring steady cash flow for the organization
- Support sales leveraging long term customer relationships for continued repeat business
- Develop and maintain comprehensive knowledge of competitive products and their activity in the market and provide reports on a regular basis
- Research and keep abreast of industry trends, technological and process changes, new developments, services and other general information related to the assigned customer and market.
Service Manager
Wipro GE Healthcare Pvt Ltd
Chandigarh
2012.02 - 2017.06
- Led technical and operational day-to-day service delivery for all modalities like MRI, CT, Ultrasound, BMD & Quantitative Ultrasound, IXR/DXR/IGS (Vascular & Surgery), Hemodynamic recording (MacLab), Mammography, Molecular imaging (Cyclotron, PET-CT, Gamma camera), Life care Systems (Ventilators, Anesthesia, Patient monitoring, Diagnostic ECG, TMT), Maternal infant care (Lullaby incubators, warmers, Phototherapy, Fetal Monitoring), Healthcare IT Products (PACS) & advantage workstations
- Spearheaded day-to-day operational processes including Corrective repair calls, PM completion, FMI execution, productivity & overtime management, Consignment control, Proactive dispatch alerts, PGTH(Power/grounding/Temperature/Humidity), Siebel implementation, etc
- Handled overall service operations & delivery for the region, drove operational matrix parameters and financial growth initiatives and targets, cost control measures, and process improvements for the entire healthcare imaging diagnostics equipment and Healthcare IT networking products
- Managed Quality Compliance Matrix meeting ISO standard requirements in service operations
- Drove a culture of EHS (Environment, Health & safety) initiatives & compliance by the team through regular training & inspection
- Developed metrics on field service profitability and resource models to maximize productivity
- Achieved record-high customer satisfaction rankings by driving the culture of exceeding service quality, productivity and efficiency targets
- Led improvements to the bottom line and turnaround of underperforming operations
- Maintained weekly Customer Dashboard and circulated to all internal stakeholders highlighting customer escalations, support required, and subsequent issue resolution
- Handled all the Revenue/Collection, compliance, due diligence of the dealer channel network including quality audits
- Established regional strategic plans for enterprise as well as government customer service account management
- Maintained healthy business relations with clients and external associates for securing repeat business & long-term customer loyalty
- Provided leadership in areas such as product serviceability and reliability (FRFT30 improved from 70 to 85% in 2015), quality trend analysis (IFR-Infantile failure rate improvement), productivity program development and implementation, national modality program execution, and new product introduction support
- Communicated vision, mission and goals of the business and drove/motivated team to action for the smooth execution of new projects like PGIMER MRI, CIVIL Hospital CT, Banga MRI, etc
- Integrated and engaged team together being a strong positive cultural agent and cultivate a culture of compliance & Integrity
- Successfully increased team competency to new levels (L1-L2-L3) in my region through proactive training planning and scheduling
- Created a Multi-modality expert team improving service response for the customers
- Improved TAT for service delivery by workforce deployment at strategic locations.
Zonal Technical Support Manager-MRI-North India
Wipro GE Healthcare Pvt. Ltd.
New Delhi
2009.09 - 2012.02
- Directed installation and commissioning of MRI equipment in North India including Rajasthan, UP, Delhi, Punjab & Nepal
- Installed more than 17+ (1.5T & 3T) MRI equipment independently across North India including SGPGI, Global, N2, RML, Getwell, Vimhans 3T’s and NCR, BL Kapoor, Sahara, Subharti, Balaji, GMRI, Batra, Indogulf, focus, Vardhman, Amit Jodhpur 1.5T’s
- Supervised end-to-end turnkey & installation management for all new sites
- Drove operational rigor in service delivery, troubleshoot, and calibrated MRI devices
- Provided Technical Competency L3 level, Master trained on MRI Modality offered remote proactive & reactive technical support to MR’s in the country in the operation and maintenance of equipment
- Used Onwatch program to monitor systems remotely through onsite sensor data
- Improved IBIS % (Installed base in specs) to > 90% and Broadband connectivity from 20 to > 80% in UP and Rajasthan
- Partnered with Director of Service and Zone Operations manager to achieve material OP
- Developed and streamlined current procedures (Technical approval introduction) and drove material and purchased service cost improvement initiatives for the modality like local coils, chiller, and parts repair
- Augmented Savings of 500k US$
- Served as part of EHS (Environment, Health & Safety), elected as the HRO (High risk operations) leader for the country, formulated & implemented new SOPs for various field activities and passed the country BLA (Business level audit)
- Developed & implemented new SOPs for Helium filling Safety, Compressed gas safety, rotating Gantry safety and confined spaces.
Customer Service Specialist
Wipro GE Healthcare Pvt Ltd
New Delhi
2006.09 - 2009.08
Senior Customer Support Engineer
Wipro GE Healthcare Pvt Ltd
Lucknow
2001.04 - 2006.08
Customer Support Engineer
Wipro GE Healthcare Pvt Ltd
Lucknow
2000.04 - 2001.03
Customer Service Engineer
HCL Picker India Ltd
New Delhi
1997.05 - 2000.03
Education
Bachelor's Degree - Electronics
College of Engineering And Technology, Jalgaon, NMU University
1991.04 - 1996.04
MBA - Senior Managament Programe(SMP-20)
Indian Institute of Management-Calcutta
Kolkata, India 2023.01 - Feb 2024
Skills
Team Leadership
undefinedAccomplishments
General Manager-Service Sales-India & neighboring countries.
- Double digit Growth in Ultrasound business in 2023.
- Highest Double Digit Growth in Maintenance service contracts across Modalities.
- Grew the Upgrade Business by introducing new products.
Regional General Manager Service Sales - North India & Nepal, Wipro GE Healthcare Pvt Ltd.
- Led the North Service Sales business Growth from 20 mm @2017 to 34mm US$ in 2022 driving on service contracts capture rate & price gain, NPI, Lifecycle upgrades & Dealer growth.
- Drove a strong recovery plan streamlining several governments, corporate and private accounts in terms of on time past due collections ensuring a steady cashflow and reducing DSO.
- Dealer contribution to North service business rose to 40%, highest in the country. Setup several New channel partners to drive business growth.
- Built a strong team from time to time, several people excelled and moved on to newer roles in the organization.
- North topped in selling new product introduction like Digital detectors and AI based products.
- North excelled in selling education offerings as a revenue aggregator for service agreement business, Best in the country for last 2020 & 21.
Service Manager - Chandigarh, Wipro GE Healthcare Pvt Ltd.
- Recognized for Service Sales revenue growth in T2/T3 cities, over 100% collection of receivables & record contract escalation for Q1 -2016.
- Recognized for supporting Business commercial team in the region for generating US $ 3Million business revenue through sale of MRI/CT/Ultrasound and PET-CT products in 2015.
- Recognized for achieving business revenue and account receivables targets quarter on quarter. Last exceeded US$ 3 Million in service revenue for the region.
- Started the “Orange” initiative where Service and Sales team collaborated for New sales by being proactively alerted on ongoing Major deals in the region.
- Renewed > 10 service Diagnostic imaging contract escalations > 8% over last year as part of Fly together scheme for the region.
- Supported Chandigarh LCT achieve Quality Compliance on ISO 13485:2003 Quality Management System for Medical Devices & ISO 9001:2008 Quality Management System. LCT passed ISO audit twice (2013, 17) with flying colors.
- Drove a Project on system stability for 10 sites, wherein system with > 3 breakdown calls in a quarter were targeted. Reduced the breakdown calls to < 2 in a quarter.
- Successfully installed and handover PGIMER 3T against all odds in record timeline (84 days vs standard 120 days).
- Achieved excellent and above rating in the annual performance appraisal consistently for past several years in the organization.
Zonal Technical Support Manager-MRI, Wipro GE Healthcare Pvt. Ltd., 04/2000 - 02/2012
- Directed installation and commissioning of MRI equipment in North India including Rajasthan, UP, Delhi, Punjab & Nepal. Installed more than 17+ (1.5T & 3T) MRI equipment independently across North India including SGPGI, Global, N2, RML, Getwell, Vimhans 3T’s and NCR, BL Kapoor, Sahara, Subharti, Balaji, GMRI, Batra, Indogulf, focus, Vardhman, Amit Jodhpur 1.5T’s.
- Supervised end-to-end turnkey & installation management for all new sites. Drove operational rigor in service delivery, troubleshoot, and calibrated MRI devices.
- Provided Technical Competency L3 level, Master trained on MRI Modality proffered remote proactive & reactive technical support to MR’s in the country in the operation and maintenance of equipment. Used Onwatch program to monitor systems remotely through onsite sensor data. Improved IBIS % (Installed base in specs) to > 90% and Broadband connectivity from 20 to > 80% in UP and Rajasthan.
- Partnered with Director of Service and Zone Operations manager to achieve material OP. Developed and streamlined current procedures (Technical approval introduction) and drove material and purchased service cost improvement initiatives for the modality like local coils, chiller, and parts repair. Augmented Savings of 500k US$.
- Served as part of EHS (Environment, Health & Safety), elected as the HRO (High risk operations) leader for the country, formulated & implemented new SOPs for various field activities and passed the country BLA (Business level audit). Developed & implemented new SOPs for Helium filling Safety, Compressed gas safety, rotating Gantry safety and confined spaces.
Customer Support Engineer, HCL PICKER India Ltd., 05/1997 - 03/2000
Awards
- Global L2L Services CEO award@2020 for Driving Profitable growth in Service commercials in a Pandemic Year
- Got GEHC Annual Service South Asia award under” Stay lean to go fast” for record customer contract escalations. (2016)
- Bagged Quarter-3 GEHC service Team award 2016 under” Deliver results in an uncertain world” Belief for Proactive, Preventive & Productive MRI service in Q3.
- Received Quarter-3 GEHC service Team award 2016 under” Stay lean to go fast” Belief for service- sales growth and contract escalations.
- Received Quarter-1 service award 2016 under” Stay lean to go fast” Belief for service-sales growth & contract escalations.
- Received Service award for “Empower and inspire each other” for 2015 for supporting commercial team for generating business worth 3 Million US$.
- Received Service award for “Win with margins in a culture of compliance” for 2014.
- Received “CEO” award for creating a culture of unstoppable collaboration during the PGIMER 3T Install in 2013.
- Received “Silver” award from Country Install Manager for PGI 3T turnkey project completion on time in 2013.
- Received “Bronze” award from CEO for inclusiveness in driving Team engagement in 2012.
- Received “Landsteiner” award from productivity leader for KGMC Lucknow 1.5T project support- unramp & ramping issue for saving helium in 2011.
- Received “Landsteiner” award from Technical Operation Manager for customer commitment and boundary-less support for MRI across the North region in 2011.
- Received “Landsteiner” award from Service Manager Delhi for GMRI 1.5T MRI upgrade in quick time and for demonstrating superb execution, energy, and competency leading to Customer delight in 2011.
- Received “Bronze” award from Service Manager Delhi for displaying inclusiveness for MRI Delhi support in 2011.
- Received “Expertise” award from Technical support manager-MRI for excellent MRI support in 2010.
- Received “Landsteiner” award in 2010 from Regional Service Manager for Batra MRI Upgrade service sales support and 1st HDe Subharti Meerut 1.5T install of the country.
- Received “Landsteiner” award from Service Manager Delhi for independently installing 7 MRI systems in the North region displaying fantastic Teamwork and passion in 2009.
- Received “Bronze” award from Service Manager Delhi for displaying inclusiveness for MRI Delhi support in 2009.
- Received “Curie” award from Service manager Delhi for NCR 1.5T preowned install resolutely and showing excellent technical skills in 2008.
- Received several “Night on town”,” Management”, “Certificate of Recognition” and “Most Valuable Player” awards from 2001 to 2006 for resolving various critical MRI and CT issues and installing several systems independently.
Certificates Training
- Completed the “RISE” Leadership Program for a year, being one of the 52 people selected in India across all GE businesses for an Accelerated Leadership Program.
- Did a Project on leveraging GE capital financing for various GE Businesses in India.
- Completed the Introduction to Marketing & Financial accounting course from Coursera.
- Completed the Marketing Analytics: Pricing Strategies & Price Analytics course from Udemy.
- Attended various Crotonville Leadership/Managerial training programs in GE: FOL (Foundation of leadership), NMDC (New manager development course), IFLA (India frontline leader’s academy), AMC (Advanced Manager course), and CAP (Change acceleration process).
- Trained on various Radiology modalities MRI, CT, Ultrasound.
- Training in Aloka Ultrasound BW/Color Doppler products (SSD-500/1100/1700) at Singapore in 1999.
- Training in Signa Profile/Contour permanent/Supercon magnet 0.2T/0.5T at Asia Training Centre (ATC) Japan in June 2001.
- Training at the l level in various CT products (CTE, CTi) in India in 2003.
- Training in 1.5T MRI LX/EXCITE models at ATC japan in April 2005.
- Training in 1.5T HDe difference MRI model at ATC Japan in 2008.
- Training in 3T HDX MRI model at Milwaukee USA in 2009.
- Training in MR Master Series advanced service troubleshooting in MRI at Milwaukee USA in June 2011.
Timeline
General Manager-Service Sales-Ultrasound-ISA
Wipro GE Healthcare Pvt Ltd
2023.01 - Current
MBA - Senior Managament Programe(SMP-20)
Indian Institute of Management-Calcutta
2023.01 - Feb 2024
Regional General Manager-Service Sales-North India
Wipro GE Healthcare Pvt Ltd
2017.07 - 2022.12
Service Manager
Wipro GE Healthcare Pvt Ltd
2012.02 - 2017.06
Zonal Technical Support Manager-MRI-North India
Wipro GE Healthcare Pvt. Ltd.
2009.09 - 2012.02
Customer Service Specialist
Wipro GE Healthcare Pvt Ltd
2006.09 - 2009.08
Senior Customer Support Engineer
Wipro GE Healthcare Pvt Ltd
2001.04 - 2006.08
Customer Support Engineer
Wipro GE Healthcare Pvt Ltd
2000.04 - 2001.03
Customer Service Engineer
HCL Picker India Ltd
1997.05 - 2000.03
Bachelor's Degree - Electronics
College of Engineering And Technology, Jalgaon, NMU University
1991.04 - 1996.04
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