Samyak Ballal
Area Service Manager
Pune
Summary
Skilled and effective customer service professional with over 15+ years of experience as a Service Engineer/Manager in the Healthcare/Pharma/Diagnostics industry. Experienced in biotechnology, medical devices, life sciences, healthcare, analytical instruments, and bioprocess instruments. Dedicated, resourceful, and innovative instrument service professional with 15+ years of experience in after-sales service and compliance activities. Proven track record in resolving and reducing customer complaints and meeting service level agreements. Strong organizational abilities and a commitment to excellence. Eager to grow and develop in a service management environment. Brings understanding of customer service principles and the ability to quickly learn and apply new information.
Overview
18
18
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Area Service Manager.
Merck Life Science Private Limited
Pune
02.2017 - Current
- After-sales service for the product portfolio within the Instrument Service Division of Merck
- Product installation, validation, qualification (IQ, OQ) and on-site training
- Perform component level troubleshooting, root-cause analysis, and repair
- Ensuring implementation of service metrics (TAT, Response and Resolution Timelines) as per the best practices
- Maintain Net Promoter Score as per world standards
- Identify various verticals/applications and develop a sustainable service business eco-system
- Act as a bridge between various cross-functional teams for achieving smooth operations and customer delight
- Provide on-site demonstration of the product and applications
- Generate and retain service contract of existing product install base
- Collaborate with sales and marketing team for creating sales lead and pre-sales technical discussion
- Service spare inventory management using Service Maxx tool
- Streamlined service processes for increased efficiency and quicker response times.
- . Achieved timely resolution of customer complaints by actively listening to concerns and taking appropriate action.
- Improved customer satisfaction by addressing and resolving service issues in a timely manner.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Area Service Manager
Transasia Biomedicals Ltd
Pune
11.2015 - 02.2017
- Responsible for Service, Installation, and annual maintenance of various Diagnostics Instruments
- Fully and Semi-automatic biochemistry analyzers, ELISA Reader & Washer, Fully cell counter
- Producing AMC and technical support to New and Old customers
- Responsible for Application and Troubleshooting of Instrument
- Planning of Preventive maintenance and installation of new instruments
- Site survey for new installations
Customer Support Engineer
Randox Laboratories
Pune
09.2012 - 11.2015
- Responsible for Service, Installation, and annual maintenance of various Biochemistry analyzers
- Fully Automatic and Semi-Automatic Biochemistry Analyzers After sales service
- Responsible for Application and Troubleshooting of Instrument
- Consumables& payment follow-ups, PM Scheduling
Sr. Service Engineer
Analytical Automation(I) Pvt.Ltd
Pune
01.2009 - 09.2012
- Responsible for Service, Installation, and annual maintenance of various diagnostics instruments
- Responsible for Application and Troubleshooting of Instrument
- AMC Collection, Consumables& payment follow-ups, PM Scheduling
- Responsible for business generation through AMC/CMC, Spares, Consumables
Service Engineer
Span Diagnostics Ltd
Pune
12.2006 - 01.2009
- Responsible for Service, Installation, and annual maintenance of various diagnostics instruments
- Responsible for Application and Troubleshooting of Instrument
- AMC Collection, Consumables& payment follow-ups, PM Scheduling
- Responsible for business generation through AMC/CMC, Spares, Consumables
Education
DIPLOMA - ELECTRONICS AND COMMUNICATION
MSBTE
Kolhapur 06.2000 - 06.2003
Skills
Training And Certificates
- Problem solving Techniques - Soft skill Training
- Customer service: Problem solving and troubleshooting
- Various In-house training's on Soft skill development
- Technical training on Validation of Merck Instruments
Timeline
Area Service Manager.
Merck Life Science Private Limited
02.2017 - Current
Area Service Manager
Transasia Biomedicals Ltd
11.2015 - 02.2017
Customer Support Engineer
Randox Laboratories
09.2012 - 11.2015
Sr. Service Engineer
Analytical Automation(I) Pvt.Ltd
01.2009 - 09.2012
Service Engineer
Span Diagnostics Ltd
12.2006 - 01.2009
DIPLOMA - ELECTRONICS AND COMMUNICATION
MSBTE
06.2000 - 06.2003
Similar Profiles
Abegail HlezaAbegail Hleza
Risk Specialist at Merck (Pty) Ltd and Merck Life Science (Pty) LtdRisk Specialist at Merck (Pty) Ltd and Merck Life Science (Pty) Ltd
Joshua Dubuisson-PerrineJoshua Dubuisson-Perrine
Complaints Officer at Merck Life ScienceComplaints Officer at Merck Life Science
Pierre DorflingPierre Dorfling
Master Data & Reporting Specialist at Merck Life Science (Pty) LtdMaster Data & Reporting Specialist at Merck Life Science (Pty) Ltd
Sam KuperSam Kuper
Data Scientist at Acme Packet Inc.Data Scientist at Acme Packet Inc.
Diwam KashyapDiwam Kashyap
Business Analyst at SchlumbergerBusiness Analyst at Schlumberger