Summary
Overview
Work History
Education
Skills
Training And Certificates
Timeline
Generic
Samyak Ballal

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
Samyak BallalArea Service Manager