AMETEK is seeking a highly self-motivated individual to maintain and improve relationships with existing customers and to take care of existing service contracts for select accounts.

Service Delivery:

• Develop and implement service delivery strategies to meet the needs of clients or customers.
• Monitor service performance against established metrics, identify areas for improvement, and take corrective actions as necessary.
• Ensure service delivery meets or exceeds quality standards and customer expectations.

Client/Customer Relationship Management:

• Build and maintain strong relationships with clients or customers, serving as the primary point of contact for service-related inquiries or issues.
• Proactively identify client/customer needs and recommend solutions to enhance satisfaction and loyalty.
• Address escalated service issues promptly and effectively, striving to resolve conflicts and maintain positive relationships.

Process Improvement:

• Continuously evaluate service delivery processes and workflows to identify inefficiencies and opportunities for improvement.
• Implement process enhancements and best practices to streamline operations, reduce costs, and enhance service quality.
• Monitor the effectiveness of process improvements and make adjustments as needed.

Financial Management:

• Develop and manage budgets for service operations.

Reporting and Analysis:

• Prepare regular reports on service performance, including key metrics, trends, and insights.
• Communicate findings and recommendations to senior management and other stakeholders.

Essential Duties and Responsibilities

Installation, Maintenance & Product Support for the ORTEC product line and associated product lines supplied through the ORTEC sales network.

• To provide installation support for products at customer location as per customer contracts /agreed standards.
• To provide end user online / onsite (end user facility) training to help them familiarize, operate and maintain the instrument as per agreed customer contract terms.
• To contact customers to assess the problems and advise necessary action required to include quotation by E-mail.
• Provide Application support to the end users.
• Create opportunities to grow service review through revenues such as a paid preventive maintenance service/ annual calibration or upselling opportunities.
• Provide technical support to customers.
• Managing the ORTEC Service Centre in India and handling service activities for the instruments coming to the lab for repair services.
• Develop strategies & work with Area Sales Manager for maximizing penetration of the

company’s products in the region

• Work with the US/UK Technical Support, Customer Support and Production groups to ensure that a teamwork environment is established, and customer service and support is of the highest standard.

Skills and Knowledge

• High level of communication/Interpersonal skills (Verbal and written)
• Experience of Component level Service is preferred.
• Must be self-motivated, able to work alone and with others. (At all levels across the country)
• Good organizational skills.
• Good Knowledge of Electronics Testing and fault finding.

Language skills

• Proficiency in English. Hindi or any other national language would be an added benefit.
• Ability to read, analyse, and interpret common scientific and technical journals, financial reports, and legal documents.
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Ability to effectively present information to management

Technical knowledge/requirement

• University degree in Physics, Electronics or Instrumentation Engineering.
• Eight years of professional Service Experience, Experience in Nuclear Instrumentation is preferred.
• Proficient in the use of Microsoft Office software applications.
• Familiarity with Salesforce CRM or other CRM applications preferred.

Comments

• 70% travel typically required, primarily domestic, occasional international if needed.
• Ability to work within a matrix organization, apart from headquarters and support staff, requires a highly motivated, self-starter.

About Business Unit:

ORTEC is an industry leader in the design and manufacture of precision detectors, nuclear instrumentation, analysis software, and systems for industry, academia, and government agencies. The ORTEC product line includes High Purity Germanium radiation detectors and analysis equipment for Homeland Security, Nuclear Counting Labs, Health Physics, Radiopharmaceuticals, Naturally Occurring Radioactive Material (NORM/TENORM), Scientific Research, Safeguards, Waste Assay and Non-Destructive Assay applications.

As a global manufacturer, ORTEC brand products are used in a wide variety of nuclear measurements from research to applied systems including homeland security applications. ORTEC specializes in the design and fabrication of turn-key spectroscopy systems.

ORTEC was originally founded in 1960 by a group of scientists from the Oak Ridge National Laboratory to provide a commercial source for research grade silicon surface barrier charged particle detectors. ORTEC has grown to provide state-of-the-art solutions in virtually all areas of nuclear measurements.