Vishal Garg

▪ Build and develop a customer focused and commercially aware team, with a positive attitude and driven approach to business, and maintain strong relationships with the commercial team to achieve business growth objectives

▪ Provide effective leadership of the team through use of appropriate management strategies in order to achieve business plans and objectives.

▪ Oversee the management of external service and logistics providers’ performance to ensure they deliver effective and compliant service to our end-customers, meeting Abbott’s quality obligations

▪ Proactively collaborate with marketing and commercial teams to successfully develop strategic service plans, implement, monitor and provide feedback.

▪ Monitor and achieve country and regional KPI’s and provide direction for performance, develop, communicate and implement recovery or improvement plans as necessary.

▪ Ensure that all service activities comply with all relevant Company, Statutory and other applicable Regulations and Codes of Practice. Team to be 100% compliant with QA procedures and training, complete all field service corrective actions within territory by due date.

▪ Partner with Finance for roll up of investment spend, impact from instrument replacements and related costs, tracking trends and ensuring rigor in monthly estimates.

▪ Provide regular updates for Leadership for overall technical support and product quality trends.

▪ Lead the Technical Service team to effectively conduct the following:

● Guiding customers through trouble-shooting and problem identification process

● Providing technical support and issue resolution

● Communicating updates to internal stakeholders (sales teams)

● Track and communicate status to internal teams and our customers

● Track and communicate status to internal teams and our customers

• Dealing with all Biosciences and Diagnostic high-end products like FACS Melody, Aria, Influx, Lyric, Canto in Flow-Cytometers (Biosciences) and Phoenix M50, BDMAX, MGIT 960, Epicenter in Diagnostic
• Responsible to manage our key customers like Sir Gangaram, BLK, Jaypee, IGIB, SGPGI, KGMU, AIIMS Rishikesh, CDRI, IIT Delhi/Roorkee/Kanpur etc
• Managing Sales Force (Service Max) update for all related service work
• Monitoring & tracking of all open service requests (CR, PM, Install SRs) until execution is completed for the region
• Deliver Service Revenue, Outstanding AR, Deliver excellent customer experience and Business Hygiene
• Tools- Salesforce, Service Max, Help-Lightning, RSS (Remote Support System), Bomgar, Cortana

• Setup whole Zimmer India Service Center at Global level in New Delhi
• Generating revenue through selling contracts
• Promotions and Demo of ZSP Products to Customers
• Key responsibility for holding ISO certification for our Service Center every year
• Taking care of all protocols related to servicing, setup, maintenance and sales-service strategies as per to ISO.