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
Expertise in ServiceMax
Customer Relationship Management
Salesforce Reporting
Business Intelligence (BI)
Skilled in Microsoft Office Applications
Precision Instrument Diagnostics
Workflow Improvement
Sales support
Service delivery
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