Namrata Jain
Service Innovation Engineer
Mumbai
Summary
14 years of experience on medical devices with strong experience of Systems, Maintenance, Customer Support, Remote Support, Lifecycle Management and New Product Development. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
18
18
years of post-secondary education
1
1
Language
Work History
Service Innovation Engineer
Philips HIC
09.2019 - Current
- Driving the Product LCM and NPI activities as a Customer service representative
- Define and implementing the On-Device & Off-Device service roadmap
- Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.
- Presented technical findings to stakeholders, ensuring clear understanding of project status and goals.
- Evaluated vendor proposals for equipment procurement, selecting optimal solutions based on performance requirements.
- Interacted with subject matter experts to develop training material and tools for personnel.
- Coordinated cross-functional efforts to successfully implement new technologies into existing systems.
- Leveraged data-driven decision-making to identify opportunities for process enhancements, leading to significant cost savings.
- Analyzed and interpreted customer requirements to develop engineering solutions.
Remote Service Specialist
Wipro GE Healthcare
03.2019 - 08.2019
- Handling Remote Services of Critical Care division for Indian Continent.
- Supporting customers online for resolving their Equipment issues to reduce down time of the systems.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Attended training programs to deepen professional skillset and assisted in training delivery to the Field Team on existing and new training programs.
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Listened and responded to customer requests and forwarded necessary information to the concerned teams.
- Gathered, organized and input information into digital database.
Remote Service Engineer
Wipro GE Healthcare
04.2017 - 02.2019
- Handling Remote Services of Critical Care division for Indian Continent.
- Supporting customers online for resolving their Equipment issues to reduce down time of the systems.
- Working closely with India Technical Team & Supporting them for any Product or Customer related issues.
- Established strong working relationships with customers through exceptional communication skills, fostering trust and collaboration.
- Improved team productivity by providing technical guidance and mentoring Field Engineers.
Customer Service Engineer
Wipro GE Healthcare
10.2013 - 03.2017
- Worked as a Technical Support for Channel Partners of GE Healthcare_Madhya Pradesh & Chattisgarh
- Mentored Channel Partner Engineers, sharing best practices that contributed to improved team performance over time.
- Assisted customers with software installation, configuration, and troubleshooting, resulting in optimal system performance.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Provided top-notch customer support, ensuring timely resolution of complex technical issues.
- Increased equipment uptime by efficiently diagnosing hardware malfunctions and performing necessary repairs or replacements.
- Maintained up-to-date technical knowledge through continuous learning and training.
- Conducted root cause analysis on recurring problems, developing long-term solutions that minimized future incidents.
- Established strong relationships with customers through regular communication and follow-ups, leading to increased brand loyalty.
- Managed high-volume service calls, maintaining professionalism and delivering exceptional service under pressure.
- Researched and identified solutions to technical problems.
- Conducted applications trainings for Hospital end users including Biomedical Engineers, ICU/OT staff members and Doctors
- Participated in sales demos & Trade Shows
Biomedical Engineer & Maintenance Head
Vishesh Diagnostics Solutions
02.2013 - 09.2013
- Maintenance and Servicing of Bio Medical Equipments
- Trained healthcare professionals on proper usage of biomedical equipment, improving overall patient care standards.
- Managed regulatory compliance processes for medical devices, ensuring adherence to industry standards and best practices.
- Observed processes and plant operations on consistent basis to verify compliance with safety and regulatory protocols and address concerns.
- Completed preventive maintenance schedules, conducted performance tests and repaired product malfunctions.
- Reviewed medical equipment with suspected involvement in adverse patient interactions.
- Managed teams of engineers by creating schedules, tracking inventory and overseeing contract obligations or deadlines.
Biomedical Engineer and Maintenance Head
Treasure Health
07.2012 - 01.2013
- Examining, repairing and maintaining biomedical instruments
- To follow up with the vendors for breakdown and maintenance of the Equipments
- Responsible & accountable for overall Operation of Bio-Medical & Maintenance Department.
- Trained healthcare professionals on proper usage of biomedical equipment, improving overall patient care standards.
Biomedical Engineer
Shri Aurbindo Institute of Medical Sciences
09.2009 - 03.2011
- Examining, repairing and maintaining Bio-Medical Equipments
- Optimized medical device performance with thorough testing and analysis, ensuring safety and efficacy.
- Attended Installations Maintenance work with company personals.
Education
PGDBA -
Symbiosis Center For Distance Learning (SCDL)
Pune, India 04.2001 - 04.2012
Bachelor of Engineering - Biomedical Engineering
Swami Vivekanand College of Engineering
Indore, India 04.2001 - 04.2008
Skills
Outstanding customer service skills and ability to handle situations tactfully
Excellent planning, organizational, and coordination skills
Project Scheduling
Exceptional Verbal and Written Communication Skills
Business Development
Vendor Management
Teamwork and Collaboration
Time Management
Multitasking
Accomplishments
- GE Healthcare Field Engineer Awards- (Dec'13, Mar'14 , Oct'14, May'15)
- GE Healthcare CEO Award - (H2-2014)
- Best Mentor- Mentees Pairs Award under Mentoring Program Phase-1 (Year 2014)
- Top Mentee Award under Mentoring 2.0 Program (Year 2015)
- Won the 2nd position in GEHC FE Olympiad competition on LCS modality (Year 2015)
- GEHC Bronze Award for Improving Operational Matrix & Customer Handling (Jul'16)
- GEHC Services South Asia Award - "Customer Determine Our Success" (Q3 2016)
- GEHC Bronze Award for Completion of FE Avatar in the Bhopal region (Year 2016)
- GEHC Bronze Award for Best Customer Handling- "Stay Lean & Go Fast" (Year 2016)
- GEHC Services South Asia Award - "Empower and Inspire Each Other" (Year 2016)
- Technical Champion of the Year 2018 (Year 2018)
- Manager Recognition under Philips Behaviors (Mar'20, Nov'21, Dec'23, Jan'24, May'24)
- Peer-to-Peer Recognition under Philips Behaviors (Mar'21 & Sep'23)
Disclaimer
I hereby declare that the information furnished above is true and correct to the best of my knowledge and belief.
Timeline
Service Innovation Engineer
Philips HIC
09.2019 - Current
Remote Service Specialist
Wipro GE Healthcare
03.2019 - 08.2019
Remote Service Engineer
Wipro GE Healthcare
04.2017 - 02.2019
Customer Service Engineer
Wipro GE Healthcare
10.2013 - 03.2017
Biomedical Engineer & Maintenance Head
Vishesh Diagnostics Solutions
02.2013 - 09.2013
Biomedical Engineer and Maintenance Head
Treasure Health
07.2012 - 01.2013
Biomedical Engineer
Shri Aurbindo Institute of Medical Sciences
09.2009 - 03.2011
PGDBA -
Symbiosis Center For Distance Learning (SCDL)
04.2001 - 04.2012
Bachelor of Engineering - Biomedical Engineering
Swami Vivekanand College of Engineering
04.2001 - 04.2008
Similar Profiles
Daniela Desire Andara GilDaniela Desire Andara Gil
Housekeeper at HIC Property Services, LLCHousekeeper at HIC Property Services, LLC
Mehmet Ali OzdganMehmet Ali Ozdgan
Team Leader Pipe Fitting at Hic Muhendislik Proje MakineTeam Leader Pipe Fitting at Hic Muhendislik Proje Makine
CHRISTELLE KEMBIETCHRISTELLE KEMBIET
IT Specialist at HICIT Specialist at HIC