Vaibhav Gaur
Delhi
Summary
A result-oriented and competent professional, offering 12 years of experience; targeting managerial assignments in Repair, Maintenance & installation of the equipment & Spare part Management with the organization of high repute
Highly skilled in installing, demonstrating, repairing, and maintaining complex equipment, with a focus on delivering exceptional customer service. Showcased excellence in supervising the maintenance processes to optimize production activities (equipment availability & energy efficiency) and implementing effective preventive & predictive maintenance system accordingly. Hands-on experience & sensitization to the challenges of growth & change management at all levels of plant operations; honed skills in anticipating and visualizing scenarios beforehand Demonstrated ability to lead and mentor junior engineers, while fostering a collaborative and supportive team environment coordination with internal department Expertise in ensuring process improvements and quality related activities involving resource planning, in-process inspection and coordination with internal departments. Proficient in forecasting spare parts required for inventory management to ensure the availability of critical equipment parts for timely repairs
Overview
12
12
years of professional experience
Work History
Technical Support Engineer
Alcon Laboratories Private Limited
2024.01 - Current
- Have a customer-centric approach to delight our customers through all interactions
- Respond to customer calls and customer chat sessions regarding issues and troubleshooting of Alcon Medical Devices
- Provide tech support to our customers by either solving or triaging the technical issues presented in the customer interactions
- Create the required (Service Cases) in Alcon’s Service Management System (ServiceMax) to document customer interactions
- As needed, follow up with customers on the satisfaction or completion of the support services provided
- Dispatch Services Cases that need field actions to the country Field Service Engineers (FSEs) responsible for the customer accounts
- Maintains a working knowledge of technical information for the products that are part of the defined skill sets or training matrix required to support such products
- Company policies and procedures, departmental processes, and associated work instructions
- Evolving local and international regulations, guidelines and applicable directives
- Eye anatomy, common diseases, ophthalmic procedures
- Eye terminology and abbreviations
- Safety databases(s) and reporting tools
- Informs management of potential safety issues, emerging trends and/or concerns, which will help company to address the ongoing issue and take a relevant action on it.
Senior Field Service Engineer
Alcon Laboratories (India)
2014.11 - 2023.12
- Installing, demonstrating, repairing, and selling ophthalmology equipment, with a focus on Alcon cataract (Phaco) and VR (Retina) instruments
- Assisting other field engineers in resolving breakdowns and tackling complex issues
- Generating CAMC business and maintaining high levels of customer satisfaction by ensuring timely response to customer queries and resolving complaints promptly
- Helping the sales team by providing equipment demos to doctors and addressing their machine-related inquiries professionally and knowledgeably
- Utilizing CRM (Salesforce) to maintain up-to-date customer complaint records and respond to customer issues promptly
- Forecasting spare parts required for inventory management to ensure the availability of critical equipment parts for timely repairs
- Maintaining flexibility to work night, weekend, and holiday shifts as required to ensure efficient and timely customer service
- Conducting comprehensive training programs for hospitals, OT staff, and medical practitioners on the operation and maintenance of state-of-the-art equipment.
Biomedical Engineer
Max Hospital, Delhi
2013.05 - 2014.11
- Independently serviced, installed, and demonstrated medical equipment's, including conducting electrical safety checks on medical equipment as per standards and supervising the work of subcontractors
- Initiated the preparation of preventive maintenance and on-call schedules
- Mapped the status flow of spare parts and inventory
- Administered and ensured timely delivery of outsourced medical equipment parts for the equipment's maintained by the company
- Managed people at different levels, including technicians, engineers, medical practitioners, managers, contractors, etc
- Took Care of Capex & Opex Budgeting
- Contributed to the design of clinical trials, resulting in improved study design or more effective treatments for patients
- Collaborated with clinicians or other medical professionals to solve complex medical problems, resulted in improved patient care or better clinical outcome.
Biomedical Engineer
Fortis Escorts Hospital, Faridabad
2013.01 - 2013.05
Education
B. Tech - Biomedical Engineering
Maharishi Dayanand University
Rohtak, HR2011-07
Skills
- Servicing & Maintenance Solutions
- Spare Part Management
- Gas Manifold Installations
- Preventive Maintenance
- Manpower Handling
- Breakdown Solutions
- Cost Optimization
- EHS Management
- Resource Optimization
- Team Management
- Technical Orientation
- Quality Assurance
- Problem-Solving
- System Troubleshooting
- Technical Troubleshooting
- Teamwork and Collaboration
- Customer Support
- Troubleshooting and diagnosis
- Technical Support
Industrypreferences
Medical/Healthcare
Personal Information
- Location Preference: Open for all Locations.
- Date of Birth: 05/15/90
Languages
- Hindi
- English
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Technical Support Engineer
Alcon Laboratories Private Limited
2024.01 - Current
Senior Field Service Engineer
Alcon Laboratories (India)
2014.11 - 2023.12
Biomedical Engineer
Max Hospital, Delhi
2013.05 - 2014.11
Biomedical Engineer
Fortis Escorts Hospital, Faridabad
2013.01 - 2013.05
B. Tech - Biomedical Engineering
Maharishi Dayanand University
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