Customer Service Engineer

Abhijit Ray

Phone: +91-967*******

Email: *********@*****.***

Address: **, **** ***** ******, ******* 713304, Dist: Burdwan (West Bengal)

Summary

Dedicated Customer Service engineer motivated to maintain customer satisfaction and

contribute to company success. Over seven years of diversified experience in Healthcare

Industry. Handles high-pressure situations and resolves customer issues and expertise in

troubleshooting, diagnostics, installation. Diligent and focused with a strong

commitment to provide customer satisfaction.

Professional Skill

Customer relations,

Field service •

•

Prioritization

•

Troubleshooting

•

Time Management

•

Project management

•

Scheduling

•

Responsible and reliable

•

Travel Arrangement & planning

•

Adaptive team player

•

Business Goal

•

Product installation

•

Achievements

• Have participate twenty days training program in Pune, Panvel(Alfa workshop) to understand

and realize entire range of product like Alfa Fusion,Alfa Korona,Philips Allura etc in 2009.

• Have built and established a very good relationship with end users and received spot recognition for

customer satisfaction from Easwer Sir (Territory Manager, Bangalore March-2010).

• Installed and handover cath-lab independently in hospital like CMC-Vellore,Vikram Hospital-

Mandya,Adarsh Hospital-Udupi.

• Given Service backup of 22 No. of unit in Karnataka, Kerala and Tamilnadu region.

• Acquired working knowledge in attending service calls and in fault finding and trouble shooting of

Medical Image Equipments.

Previous Experience

Organisation:

National Neurosciences centre, Kolkata.

: Bio Medical Engineer

Designation

November 2006 – June 2009 (2 years 8 months)Kolkata Area, India

• Attending day to day service calls in hospitals.

• Co-ordinate and carryout the installation of biomedical equipment and asset management.

• Response for the preventive, break down maintenance along with the necessary documentation.

• To follow up with the vendors for any breakdown under annual maintenance contract equipments

• Provide user training to the users in handling the equipment.

• Repairing and maintaining the inventory of the equipment’s within minimum down time.

• Experience in servicing and troubleshooting all type critical, noncritical and diagnostic equipments.

• Preparing check lists and carrying out the scheduled preventive maintenance.

Philips Healthcare

Designation:

Customer Support Engineer

June 2009 – September 2010 (1 year 4 months)Bangalore Area, India

• Installation, commissioning, maintenance and servicing of high value Medical equipments i.e. Cath Lab,C-

Arm.

• Taking care of Projects that include Site Preparation, Installation, Calibration & Application Training of the

equipment.

• Involved in Quality Assurance Test for Cathlab. Communicating with AERB regarding NOC and

Commissioning Approval.

• Given service back up and maintain day to day touch with Doctors, Technicians to update machine status.

• Responsible for overall customer satisfaction in 24X7 work environment.

• Drive Respond, Escalate and Resolve all Customer satisfaction opportunities in the region, working closely

with customer and national support to define and support implementation of corrective action plans to resolve

customer issues in a timely manner.

• Service revenue through contract renewals and spare sales.

Organisation: HLG Memorial Hospital, Asansol.

Designation: Biomedical Engineer

August 2011 – December 2013 (2 years 5 months) Asansol Area, India

• Monitored the installation and successful commissioning of all medical equipment in the Hospital.

First line repairs and maintenance of ventilators, monitors, USG, x-ray, CT and Cath Lab by online

technical support from the company source.

• Negotiate for the best deal and process it for issuing LPO or Contract to the Supplier.

• Supervise receiving and inspection of the supplied equipment as per Contract/LPO/ Supplier’s

Packing List.

• Ensured the adherence to various preventive maintenance schedules & annual maintenance contracts

of medical equipments.

• Monitored the stock of frequently used critical medical equipment spares.

• Imparted product wise training to user departments in order to obtain maximum level of user

compliance with machine guidelines.

• Personally inspected all Biomedical Equipment prior to its initial use and at intervals to ensuring

Safety inspections, routine calibration & preventive maintenance.

• Maintained proper records and documentation with respect to issues about the equipments.

• Created RFQ's & conducted vendor analysis based on appropriate contracts.

• Issued project reports and plans.

• Mediated between the organization and the client, architects, consultants, sub-contractors.

Professional Accomplishments:

• Radiology Department-Shifting and Renovation.

• Dialysis Department - Up gradation.

• Siemens Artis Zee Cath lab Installation.

• Cardiac Department-(12 Bed CCU with modern OT, OPD with modern diagnostic machine)

• ICCU-Renovation.

• Orthopaedic Clinic

• MGPS installation and operation.

• Overall hospital power backup management.

• Given technical support for CSSD dept, Fire licence and all other related issues.

Education Details

Graduation:

Visvesvaraya Technological University, Karnataka.

Specialization: Bachelor of Engineering. (Medical Electronics) 2006.

Higher Secondary:

Eastern Railway Higher Secondary School, Asansol. (West Bengal Board of Higher Secondary Education).

Secondary:

Eastern Railway Higher Secondary School, Asansol. (West Bengal Board of Secondary Education).

Personal Information

Nationality: Indian

• Date of Birth: 9th August, 1980.

Status: Married

• Gender: Male

• Languages Known: English, Hindi and Bengali

• Communication Address: 24,West Apcar Garden, Asansol 713304, Dist : Burdwan(W.B)

"References will be furnished on request."

The information given above is true to the best of my knowledge.

Abhijit ray

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