Sangram Kumar Tripathy
Pune
Summary
With over 25+ years of experience in the healthcare sector, I am the Global Director of Customer Service and Solutions for Philips Mobile Surgery Business, a global leader in image-guided therapy solutions.
My team is responsible for managing the global service P&L, productivity, product life cycle management, and customer-centric service innovation across North America, LATAM, APAC, Japan, China and India.
My core competencies include customer experience transformation, service innovation, profitable revenue growth, customer value creation, commercial acumen, and business strategies.
My team have consistently achieved or exceeded revenue targets and customer satisfaction metrics, as well as delivered best-in-class customer solutions and partnered with businesses for sustainable growth.
Our Team have been awarded multiple times for my outstanding contributions to customer service and service business development, as well as for my skills in key account management, customer engagement, and Lean Six Sigma.
I am passionate about leveraging my domain expertise and credentials to drive customer excellence and innovation in the healthcare sector. I am currently pursuing a Post Graduate Program in Digital Transformation (PGP-DT) from Purdue University and an Advanced Programme for Senior Leaders (AP-SL) from Indian Institute of Management, Lucknow, to sharpen my strategic leadership and business management skills.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Global Director Customer Service and Solutions
Philips (Mobile Surgery Business)
Pune
01.2018 - Current
- Driving Global Customer Experience Transformation across North America, Europe, APAC, Japan, China, India and LATAM.
- Leading Global Service P&L, Global Helpdesk, Process Productivity, Product Life Cycle Management, and Customer-Centric Service Innovation.
- Managing +100M$ Service & Install Base Global revenue with high growth & Profitability.
- Developed Global Business Development Strategy, and maintained global policies, procedures, and standards that align with organizational objectives.
- Improved profit management by revamping productivity savings worth 12M$ through Service Innovation.
- Created and designed business intelligence databases, spreadsheets or outputs.
- Analyzed competitive market strategies through related product, market, or share trends.
- Collaborated with cross-functional teams across departments to achieve organizational goals.
- Tracked customer service metrics such as average response time, resolution rate, and satisfaction level.
Director of Business Operations & Customer Service
Stryker
Gurgaon
09.2010 - 12.2017
- Leading a Team of 60+ to drive Stryker India Business operation 400Cr + across Channel Management, RAQA, Customer Service P&L, Supply chain, warehousing and Logistics.
- Built Stryker India Tech Support Center from scratch to become the best Tech Center outside the USA.
- Transformed Customer service NPS from 1.1/5 to 4.6/5 and from a cost center to a profit center, within 3 years.
- Recognized as the Best tech support Team within APAC and SCM Talent.
- Reduced Business Operation cost 6 Cr INR in 2 years.
- Lead strategic planning meetings to provide input on operational matters.
- Oversaw inventory management processes to minimize waste and maximize efficiency.
- Assisted ownership in business exit strategies for business transition and new business acquisition.
- Built strong, lasting relationships with lucrative clients by utilizing active listening, effective communication and dynamic interpersonal skills.
Customer Service Director
Stryker
09.2010 - 06.2015
- Best Customer Service Team APAC for transforming India Service operations from a cost center to a Profit Center.
- Led Stryker Emerging Market Service Transformation Project across China, Japan, Russia, Turkey, and Russia.
- Collaborated with Stryker Global R&D Centre for launching new products to Markets.
- Partnered with BCG and IDEO to design a New Growth Model for Stryker India.
- Resolved escalated customer complaints professionally.
- Worked with executive management teams to align customer service department policies and systems with company objectives.
- Promoted to Director-Service at Stryker, within 1st year. Promoted as Business Director in 2015.
- Participated in industry events to promote products and services, build relationships with clients, and expand brand awareness.
International Markets Service Transformation Project
Stryker
04.2012 - 03.2013
- To study the current service structure, do the gap analysis, provide roadmap & direction to service excellence, leadership and accountability for Stryker MedSurg Service in Emerging Markets like China, Japan, Russia, turkey and Brazil.
- Also to ensure Stryker infrastructure, standard operating processes, Information Systems, Service offerings as well as training & education plan are consistent across EM distribution divisions
- Main point of contact with the Stryker Manufacturing Divisions (Endoscopy, Instruments, Medical) to ensure Service receives support to drive the necessary change to build an organization truly oriented on Service excellence.
Regional Manager -Service Business
GE HealthCare
08.2009 - 09.2010
- Handling entire service business of GE Healthcare in North India including Nepal
- Growth of service business 20 % YOY, improving bottomline by providing best service solutions to customers
- Supporting Sales & Service team for business growth.
Service Operation Manager
GE HealthCare
05.2007 - 07.2009
- Handling entire GE Healthcare service operation in one of the biggest customer base
- Providing end to end solutions, driving service team for optimum service delivery and making GE healthcare service --Best in its Class.
Technical Support Manager-Vascular
GE HealthCare
03.2005 - 04.2007
- Supporting Service escalations and Vascular engineers across Region
Installation Specialist
GE HealthCare
01.2002 - 02.2005
- Installation Specialist for GE Vascular equipments across South Asia countries.
Senior Service Engineer
GE HealthCare
04.1998 - 01.2002
- Managing front-end service delivery of GE Medical equipments, customer engagement and support to Service sales oppertunities.
Education
Post Graduate Program in Digital Transformation, Business, Management, Marketing, and Related Support Services -
Purdue University
12.2023
Advanced Programme for Senior Leaders , Strategic Leadership -
Indian Institute of Management, Lucknow
07.2022
Executive Management Program, Business Administration and Management, General -
Xavier Institute of Management(XIM Bhubaneswar)
01.2013
MBA, Marketing and Operation Management -
Sikkim Manipal Institute of Technology - SMU
01.2006
Electronics & telecommunication -
UCP Engineering School, Berhampur
01.1992
Skills
- Team Leader
- Innovation Management
- Strategic Planning
- Risk Mitigation
- Global Operations Management
- Business Development
- Revenue Generation
- Cross-Functional Team Leadership
- Service Quality Improvement
- Leadership/Communication Skills
- Organizational Leadership
- Business Strategy
- Team Leadership
- Operations Management
- Customer Engagement
- Strategic Leadership
- Leadership Development
- Customer Service Management
- Supply Chain Optimization
Certification
- Lean Six Sigma Green Belt - GE HealthCare
- Global Supply Chain Development Academy - Stryker
- GE Crotonville Leadership Program : New Manager Development Course - GE HealthCare
- GE Crotonville Leadership Program: Foundations of GE Leadership - GE HealthCare
- Philips IGT Global Specialist Training - Philips
- Gallup Management Development Program - Stryker
- GE Cardio Vascular Certfied Engineer - GE HealthCare
Honors Awards
- STRYKER APAC Award for Technical Service Operation - Stryker APAC Leadership (01/2013)
- GE Healthcare HERO award (Twice) - GE
- GE Healthcare Exemplary Performance Award - GEHC
- GE Commercial Excellence Award - GE
- Philips Perform & Tranform Leader at Healthcare Innovation Center, Pune - Philips HIC (05/2022)
- Philips Customer First Award - Philips IGT-S Mobile Surgery Systems (03/2022)
- Philips Speed up to Win and Collaboration Award - Philips (2021)
Accomplishments
Philips
▶ Recognized as Perform & Transform Leader in 2021 for exceptional & high growth performance.
▶ 4 times awarded for exceptional Leadership behaviour:
▶ Speed Up to Win: Delivering higher than projected profitability before timeline.
▶ Customer First: Taking ownership and resolving global escalations in a timely manner.
▶ Taking Ownership to Deliver fast: Driving Sustainable Business growth.
Stryker
▶ Best Customer Service Team APAC for transforming India Service operations from a cost centre to Profit Center.
▶ Led Stryker Emerging Market Service Transformation Project across China, Japan, Russia, Turkey and Russia.
GE
▶ Exemplary Performance Award 1999 & 2002 driving excellent customer service.
Received twice (2008-09) GE Healthcare HERO award for outstanding contribution to Service Operation & Business
Affiliations
- Playing sports, Reading, travelling and listening to music
Languages
Hindi
First Language
English
Proficient (C2)
C2
References
References available upon request.
Timeline
Global Director Customer Service and Solutions
Philips (Mobile Surgery Business)
01.2018 - Current
International Markets Service Transformation Project
Stryker
04.2012 - 03.2013
Director of Business Operations & Customer Service
Stryker
09.2010 - 12.2017
Customer Service Director
Stryker
09.2010 - 06.2015
Regional Manager -Service Business
GE HealthCare
08.2009 - 09.2010
Service Operation Manager
GE HealthCare
05.2007 - 07.2009
Technical Support Manager-Vascular
GE HealthCare
03.2005 - 04.2007
Installation Specialist
GE HealthCare
01.2002 - 02.2005
Senior Service Engineer
GE HealthCare
04.1998 - 01.2002
Post Graduate Program in Digital Transformation, Business, Management, Marketing, and Related Support Services -
Purdue University
Advanced Programme for Senior Leaders , Strategic Leadership -
Indian Institute of Management, Lucknow
Executive Management Program, Business Administration and Management, General -
Xavier Institute of Management(XIM Bhubaneswar)
MBA, Marketing and Operation Management -
Sikkim Manipal Institute of Technology - SMU
Electronics & telecommunication -
UCP Engineering School, Berhampur
Similar Profiles
HELEN ELLWOODHELEN ELLWOOD
Commercial Channel Director -Online (Argos Amazon) at PhilipsCommercial Channel Director -Online (Argos Amazon) at Philips
OUTTAMA ( GEE) FONGVONGSAOUTTAMA ( GEE) FONGVONGSA
Manufacturing Support Technician 2 at PhilipsManufacturing Support Technician 2 at Philips
Asim KhanAsim Khan
Director, Product & Portfolio Management at PhilipsDirector, Product & Portfolio Management at Philips
PRASAD JAHAGIRDARPRASAD JAHAGIRDAR
Co-founder and Director at Schego Solutions Private LimitedCo-founder and Director at Schego Solutions Private Limited
Amol Dilip WaniAmol Dilip Wani
Senior Specialist – Client Services Project Manager at NICE Interactive SolutionsSenior Specialist – Client Services Project Manager at NICE Interactive Solutions