QuidelOrtho unites the strengths of Quidel Corporation and Ortho Clinical Diagnostics, creating a world-leading in vitro diagnostics company with award-winning expertise in immunoassay and molecular testing, clinical chemistry and transfusion medicine. We are more than 6,000 strong and do business in over 130 countries, providing answers with fast, accurate and consistent testing where and when they are needed most – home to hospital, lab to clinic.
Our culture puts our team members first and prioritizes actions that support happiness, inspiration and engagement. We strive to build meaningful connections with each other as we believe that employee happiness and business success are linked. Join us in our mission to transform the power of diagnostics into a healthier future for all.
Location : Delhi, India
Position Summary :
Manager installation and commissioning of Ortho instruments, complaint handling, service compliance, service efficiency, service financials and customer engagement.
Major Duties & Responsibilities :
Installation and commissioning of Ortho instruments
Objective - Ensure Customer experiences a flawless installation and implementation
Action Plan/Measure/Timeline –
• Adherence to 90 days plan (Pre- installation, installation & post installation).
• Installation should start within 24 Hrs after the complete delivery of the Analyzer with precision kits and accessories.
• Ensure completion of the installation within the target days after the complete delivery of the instrument and all necessary accessories at customer site.
• Monitor the system performance for 90 days after installation The number of Service orders should not exceed the mentioned target within 90 days after the Installation.
• Escalation & Corrective action for non performing analyzers.
• Ensure the installed analyzer is e-connected (X600,5,1Fs & OV)..
• Submission of IQ & Installation report for all installations.
• Advanced maintenance training for operators within 60 days on instrument operation
Complaint Handling
Objective – Ensure proper response and resolution for the customer complaints
Action Plan/Measure/Timeline-
• Ensure the closure of 94% of service complaints within 24 hrs.
• Call escalation > 24hrs should be < 3% of the total no of breakdown calls.
• Call escalation > 48hrs should be < 3 % of the total no of breakdown calls.
• FE Same day fix 48Hrs >= 88% of the total calls.
• SDF 21 Days > = (Integrated >= 51% ; 5,1Fs/4600 >= 58% ; 3600 –>=55% ; OV /OV Max>= 60% )
• Ensure 98% Uptime for all the instruments in the assigned territory.
• Implement action plan to reduce the repeat call, 4 and more Service events should not exceed more than 5 % of the install base per month.
• Periodic Review and CAPA for the Analyzers with more than 4 , 5 & > 5 calls in 30 days
• Performance Improvement for X600 Analyzers XT7600 < 8 BD Calls ; V5600 < 8 BD Calls, V3600< 6 BD Calls, V4600/5,1Fs< 6 BD calls, V Eci < 4 BD Calls , MF250 <3 BD Calls, AV< 6 BD Calls, OV< 4 BD Calls; OV Max – 6 Calls. ( Break down Visits )
Service Compliance
1. Objective – Schedule and implement Preventive Maintenance
Action Plan/Measure/Timeline –
• 100% compliance ( March 2022– Dec 2022 ) on PM adherence & PM protocols.
• PM effectiveness monitoring and corrective measures for top 100 accounts (<=1 Break down call within 30) days after PM).
2. Objective – Install the software and hardware modification within time line
Action Plan/Measure/Timeline
• 100% adherence to the Modification and document the same
3. Objective : Tools Management
• Ensure that all the team members carry the right tools as recommended.
• Tools which require calibration to be monitored and returned to HO for timely re-calibration/replenishment
4. Objective- Adherence to Service policies
• Follow the Ortho & ISO 13485 recommended documentation process for all Ortho Care activities
• All PHS related complaints should escalate and document within 24 hrs and ensure the closure with in the timeline
5. Complaint Logging
• 100% adherence to real time call logging through CRM.
• > 90 % Call logging through customer portal for X600 & OV Analyzers
• All Calls in CRM should be closed within 3 working days after the call closure
Service Efficiency
Objective – Enhance system efficiency using Smart Service and E Connectivity
Action Plan/Measure/Timelines
• Establish minimum 95 % E Connectivity for all Eligible systems & more than 80% of the install base
• > 92% Usage of Smart Service for all Service visits. .
Service Financials
1. Objective- Efficient usage of spare and closure of the transaction in a time bound manner.
Action Plan/Measure/Timeline –
• Spare part transactions to be closed within 20 days.
• Spare part usage for repair within the allocated budget.
• PM spare transaction to be closed within 40 days.
• Ensure boot stock at critical sites and locations and audit the same at an interval of 3 months and submit the audit report.
• To ensure that pre-selected, used/ defective parts & modules to be returned to the designated warehouse within 2 weeks of the replacement of the part.
2. Objective - Service Revenue
Collection of AMC/CMC from the customers for the entire sold instrument which are not in any type of contract adhering to the revised pricing Customer Engagement
Objective – Enhance Customer Communication & Customer Satisfaction
Action Plan/Measure/Timeline
• Schedule and implement 2 EBR in a year at top 100 accounts
• Minimum One NPS per customer within a period of 4 months.
• Advanced Maintenance training for top 6 accounts and troublemaking sites.
Qualifications :
Minimum Education or Equivalent Experience Required/Preferred
Minimum Years of Related Knowledge, Skills and Abilities Required/Preferred
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