VERTIKA WADHWA
Manager – Indirect Service & Field Support
Gurgaon
Summary
Customer Success Leader with 10+ years of experience in healthcare, diagnostics, and life sciences across South Asia & APAC. Expertise in managing end-to-end customer journey, improving NPS/CES, and driving service-led revenue growth (~$3M portfolio). Strong stakeholder management and cross-functional collaboration to deliver measurable business outcomes. Partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced environment.
Overview
3
3
Certifications
12
12
years of professional experience
Work History
Manager – Indirect Service & Field Support
Cepheid
10.2024 - Current
- Manage customer success & service operations across South Asia(Neighboring Market) & South Korea (~$3M revenue)
- Lead 5 Authorized Service Providers (ASP) across indirect markets
- Maintain 98% audit compliance across repair centers & field service
- Lead key initiatives: WO Optimization, APAC WO Compliance Audits, Customer Feedback (NPS & CES)
- Drive stakeholder engagement and close feedback loop with cross-functional teams
- Manage relationships with global donors & implementing partners
- Monitoring Operational KPIs
Customer Support & NPS Lead
Cepheid
04.2024 - 10.2024
- Achieved 89% NPS and improved customer experience for APAC Region
- Improved NPS by 12% and achieved 50% survey response rate
Senior Customer Support Engineer
Cepheid
04.2022 - 03.2024
- Managed PAN India accounts and improved service delivery
Customer Support Engineer
Cepheid
01.2020 - 03.2022
- Resolved customer inquiries troubleshooting procedures & onsite support - PAN india
- Developed training materials for new team members, improving onboarding efficiency and knowledge retention - Refresher session.
- Implemented feedback mechanisms to identify recurring issues, driving customer satisfaction.
Service Supervisor & Trainer
Olympus Industrial
05.2018 - 06.2019
- Supervised daily operations, ensuring compliance with quality and safety standards.
- Trained and mentored staff, enhancing team performance and service delivery - New joinee & Customers
- Developed and implemented process improvements, increasing workflow efficiency and managed inventory.
- Ensured customer satisfaction through follow-ups and resolving issues.
Service Engineer
Olympus Medical Group
04.2015 - 04.2018
- Handled all types of repair jobs for endoscopes and conducted training sessions
Sales Executive
BPL Healthcare
12.2014 - 04.2015
- Managed sales and marketing of capital equipment and developed relationships with customers.
Biomedical Engineer
Fortis Healthcare
04.2014 - 11.2014
- Managed the technical installations of medical equipment and ensured maximum uptime.
Education
MBA - Marketing
NMIMS
Mumbai05-2019
B.Tech - Biomedical Engineering
GJUS&T
Hisar05-2013
Skills
Customer Success & Service Excellence
NPS & CES Programs
ASP & Partner Management
Stakeholder & Donor Management
Certification
PSP Certified
Timeline
Manager – Indirect Service & Field Support
Cepheid
10.2024 - Current
Customer Support & NPS Lead
Cepheid
04.2024 - 10.2024
Senior Customer Support Engineer
Cepheid
04.2022 - 03.2024
Customer Support Engineer
Cepheid
01.2020 - 03.2022
Service Supervisor & Trainer
Olympus Industrial
05.2018 - 06.2019
Service Engineer
Olympus Medical Group
04.2015 - 04.2018
Sales Executive
BPL Healthcare
12.2014 - 04.2015
Biomedical Engineer
Fortis Healthcare
04.2014 - 11.2014
MBA - Marketing
NMIMS
B.Tech - Biomedical Engineering
GJUS&T
REGIONAL EXPOSURE
- Bangladesh, Sri Lanka, Nepal, Bhutan, Maldives, South Korea
- Previous: India, Malaysia & Thailand