18 Care Act Lead jobs in India

Additional Locations: N/A

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At Boston Scientific, we'll give you the opportunity to harness all that's within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we'll help you in advancing your skills and career. Here, you'll be supported in progressing - whatever your ambitions.

About the Role: Lead, Customer Care

The Customer Care department is crucial in managing and administering the order management of medical equipment and processing orders and inquiries. You will join a dynamic international team supporting local Growth and Emerging Markets and global distributors in fulfilling product orders. Your role will involve managing order handling and ensuring an exceptional customer experience.

Location: Gurgaon, Haryana

Responsibilities:

• Performing order entry or order management functions with high quality and delivering expected performance with the needed productivity.
• Accountable for all metrics such as average handling time, quality targets, etc., as assigned per the process guidelines.
• Aligning with all queries shared by the local customer care team and providing resolutions based on information given by customers. PoC for Local Customer Care
• Being efficient with MS Excel, PowerPoint, MS Word, and MS Outlook Teams. Creating required reports and presentations.
• Applying basic conceptual knowledge of theories, practices, and procedures within the job function.
• Performing order assignments using existing procedures.
• Receiving guidance and direction from more senior-level roles/managers within the job function.
• Applying general business knowledge obtained through education or past experience with guidance from others.
• No supervisory responsibility accountable for own contributions and meeting objectives with guidance from more senior-level roles/managers.
• Working within standardized procedures and practices to meet process standards.
• Responsible for timely LWI/ SOP updates and getting them approved by local customer care.
• Compiling and organizing data/information to support discussions and decision-making.
• Lead/ support projects to drive efficiencies across the teams/ to business.
• Support equitable distribution of work across team members.
• Lead & drive the VI culture in team. Support meeting the overall VI target for the region.
• Responsible for incident RCAs & Closure as per agreed timelines & severity category.
• Plan, schedule, execute and report new hire & Re-fresher training.
• Execute cross skilling plan per defined timeline.

Your Experience:

• Minimum education level: University (bachelor's degree).
• Minimum 4-5 years of experience in Customer Service and working with order-to-cash processes, ideally in the Medical Devices/Medical Technology sector (or similarly regulated industry, e.g., Pharmaceuticals, etc.).

• Experience with and proficiency using SAP and the Microsoft Office suite of products (Excel, PowerPoint, Outlook). Experience with Salesforce.com/ServiceCloud.

• Excellent interpersonal and communication skills with a customer-centric mindset.
• Highly organized & clarity of thought.
• Ability to manage a complex workload in a matrixed environment.
• Willingness to learn, grow, and develop.

Requisition ID: 610194

As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most - united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do - as a global business and as a global corporate citizen.

So, choosing a career with Boston Scientific (NYSE: BSX) isn't just business, it's personal. And if you're a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you!

Skills Required
Sap, Outlook, Powerpoint, Salesforce.com, Excel, Microsoft Office Suite

Responsibilities:

• The role would require handling of a dedicated Team aligned to specific customers for whom NCR would manage the MS services. Core profile would require focus on delivering improved ATM uptime MS customer.
• Define the KRA of team & ensure constant feedback on outlier performers.
• Should engage with customers on continuous basis to understand their pulse in order to meet and exceed their expectations.
• Interdepartmental coordination to ensure work orders/tasks/projects that require multiple stakeholder involvement are smoothly taken forward to a satisfactory conclusion.
• Evaluate vendor performance, determine ways and means to motivate/improve performance.
• Analyze team performance and track it closely drive operational efficiency.
• Drive initiatives and participate in team projects that enhance the quality or efficiency of help desk service.
• Should have an eye for data driven metrics and be able to understand the improvement opportunities, quantify the impact and devise ways to control performance leakages for both the customer and operations.
• Identify training needs for the team and conduct timely refresher trainings to have complete process and product related compliance.
• Ensure the various internal and customer reports (daily/weekly/monthly) are vetted and audited periodically as well always delivered to the recipients/customer without any unreasonable interruptions.
• Should have capability to lead and manage Customer reviews.

Basic Qualifications/Minimum Criteria

• Graduate from any stream & should have good practical hands-on MS Office tools such as MS excel, PowerPoint, experience on CRM.
• Preferable 5 years of work industry experience in ATM operations
• Good Soft skills, Presentation skills & Interpersonal skills (verbal & written) are a must.

Offers of employment are conditional upon passage of screening criteria applicable to the job.

Role:  Operations - Other

Industry Type:  IT Services & Consulting

Department:  Customer Success, Service & Operations

Employment Type:  Full Time, Permanent

Role Category:  Operations

Education

UG:  Any Graduate

PG:  Any Postgraduate

Skills Required
Team Management, Customer Support, Team Lead, Customer Care

**Work Schedule**
Standard (Mon-Fri)
**Environmental Conditions**
Office
**Job Description**
**Job Title: Lead Customer Care Representative**
Job Location: Bangalore
About Company:
**increase laboratory efficiency**
Through our premier brands - Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific and Unity Lab Services - we offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive services.
About Team: South Asia Customer Care Team that plays a vital role in managing Quote to Cash transactions, supporting customers in the region.
**Role & Responsibilities**
Purpose: Provide outstanding customer service, handle order management, provide order status updates, and address customer complaints.
**Responsibilities:**
+ Assist in the recruitment and hiring of the most qualified applicants to meet the needs of the Customer Care team.
+ Train, mentor, and manage all CCRs in line with company policies and procedures. Conduct monthly customer care audits.
+ Develop and implement standard methodology processes throughout the organization to ensure efficiency, leading to lower costs and enhanced customer service.
+ Develop training curricula and personal development plans for all staff. Conduct training to achieve goals and service standards.
+ Liaise with other functions to ensure alignment and an enhanced customer experience, including Planning, Logistics, Sales, Marketing, and Finance.
+ Address problems impacting the service, efficiency, and productivity of the Customer Care group. Raise concerns promptly. May build cross-functional teams to resolve issues.
+ Analyze and summarize data on all facets of the operations to drive clarity and strategic decision-making.
+ Provide immediate supervision to Customer Care staff and operate independently in a complex environment.
+ Strategically manage operational responsibilities beyond just getting the job done.
+ Develop the team and establish processes that apply team skills effectively to achieve goals.
+ Handle advanced customer service issues through direct action or referral to the appropriate department.
+ Proactively identify, define, and solve complex problems that impact the team's functioning. Anticipate business challenges and recommend process or service improvement plans.
+ Open and maintain customer accounts by recording account information.
+ Coordinate annual reviews and performance improvement plans.
+ Participate and significantly influence functional strategy.
+ Lead projects within the team to achieve achievements and objectives.
**Candidate Requirements:**
Education & Experience:
+ Graduate with 6-7 years of experience in a core customer service function.
**Nature of Experience:**
+ Order Management and experience in end-to-end customer service transactions in Quote to Cash.
+ Proven customer service experience with a track record of exceeding quotas.
+ Strong phone contact handling skills, excellent email writing skills, and active listening.
+ Familiarity with CRM systems and practices.
+ Customer orientation and adaptability to different character types.
+ Excellent communication skills.
+ Ability to multitask, prioritize, and manage time effectively.
**Skills:**
+ Order Management, Customer Service, Issue Resolution, Customer Retention, Listening Skills, Phone Skills, Email Etiquette, Conflict Resolution, Multitasking, Positive Attitude, Attention to Detail, People Orientation, Data Analysis, Problem Solving, Adaptability, Ability to Work Under Pressure, Computer Skills.
At Thermo Fisher Scientific, each one of our 70,000 outstanding minds has a distinct story to share. Apply today at Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

**Work Schedule**
Standard (Mon-Fri)
**Environmental Conditions**
Adherence to all Good Manufacturing Practices (GMP) Safety Standards, Office, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.), Working at heights
**Job Description**
**Job Title: Lead Customer Care Engineer**
**Location: Vadodara**
**About the company**
**Thermo Fisher Scientific is a global leader in science services, with $40 billion in revenue annually. Our goal is to help customers improve health and safety worldwide. We offer diverse technologies, easy ordering, and pharmaceutical services through renowned brands. Visit for details.**
**Introduction to the Division /Function**
**The Environmental and Process Monitoring Team is part of the CAD Division of Thermo Fisher Scientific. Thermo Scientific Environmental division provides products and service solutions for Ambient air quality analysis, continuous Emissions and Source Gas Monitoring systems that meet Indian government regulations & industrial safety standards. Some popular air quality analysis products are PM10, PM2.5, CO, NOX, SO2, O3, CO2, Nh3, Calibrator, Analyzers and other.**
**We also provide a wide range of analyzers and their services for the process monitoring system as well. Some popular process monitoring products are SOLA-II, Mass Spectrometer, Flow Computer, Gas and Liquid Density meters and others.**
**Role Description/Position Summary**
**This position is accountable for Service revenue, booking, and business development for the West region in India. The Lead Customer Care Engineer will maintain key performance indicators like CAS, DT, RT, DTR, Utilization, and TRD. This role involves encouraging business development opportunities, ensuring flawless service delivery, and driving financial success. The individual will play a crucial part in advancing our mission to provide world-class service solutions!**
**Responsibility**
+ **Be an integral part of the CAD-EPM service team, spearheading business development including service contract finalization, spares management, upgrades, and ADHOC services.**
+ **Evaluate critical metrics (CAS, DT, DTR, TRD, OCA, Utilization) and strategize growth.**
+ **Achieve financial objectives and complete the order process cycle successfully.**
+ **Meet assigned spares and service revenue targets for the region.**
+ **Improve and achieve DSO through regular calls with the AR team.**
+ **Ensure process compliance and take initiative in performance management, including self-assessment, feedback, goal setting, and ethics training.**
+ **Monitor and ensure timely payment collections for assigned customers.**
+ **Accurately complete customer invoicing and vendor expense statements.**
+ **Follow operational policies and guidelines, such as attendance, leaves, mobile, and travel policies.**
+ **Achieve critical metrics such as RT, DTR, DT, FTFR, and TRD.**
+ **Coordinate customer training and workshops.**
+ **Hire contingent engineers as required.**
+ **Monitor and reduce spare parts consumption under CMC contracts.**
+ **Initiate efforts to increase spare parts localization and repairs.**
+ **Ensure ISO audit compliance.**
+ **Provide accurate revenue and booking forecasts on a weekly basis.**
+ **Attend team and division calls regularly.**
**Minimum Educational Qualification**
+ **Degree or equivalent experience in Instrumentation / Electronics**
**Skills, Knowledge and Experience Requirement**
+ **Minimum 10 years of service experience in the analyzer service field.**
+ **Service experience with various gas and dust analyzers used in environmental and process monitoring.**
+ **Preferably experienced with PLC and Data Acquisition System Software.**
+ **Outstanding written and verbal communication skills.**
+ **Proven ability to handle territory independently and be self-motivated.**
+ **Demonstrate Thermo Fisher Scientific values - Integrity, Intensity, Innovation, and Involvement.**
**At Thermo Fisher Scientific, each one of our 100,000 outstanding minds has an exceptional story to tell. Join us and contribute to our remarkable mission-enabling our customers to make the world healthier, cleaner and safer. Apply today Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status.**
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

**Work Schedule**
Standard (Mon-Fri)
**Environmental Conditions**
Various outside weather conditions
**Job Description**
Thermo Fisher Scientific is a global leader in science services, with $40 billion in revenue annually. Our goal is to help customers improve health and safety worldwide. We offer diverse technologies, easy ordering, and pharmaceutical services through renowned brands. Visit for details.
**Responsibilities**
+ Responsible for performing the routine/preventive maintenance, servicing, and breakdown repairs on GC/GCMS/HPLC instruments in Gujarat & MP (Central Region).
+ Support the GC/GCMS new installation commissioning and field solving at customer sites and to provide remote support to the clients as needed.
+ Delivering demonstrations to ensure the customers are educated on safe and effective equipment use.
+ Provide complete detailed service reports on a regular basis as soon as service visits are completed.
+ Understanding customer needs and concerns, Providing a high level of customer service. Ensure that customers receive first-class service and support in line with service agreements.
+ Perform to designated goals of turn-around-time, response time, repair rate and customer expectations.
+ Actively support to achieving the CAS and business goals.
+ Take ownership for customer satisfaction for services performed.
+ Work in accordance to all relevant certification, regulatory requirements and safety norms by company and customers at site.
+ Travel as per advise by the reporting manager to provide customer service.
Education:
+ Bachelor's degree in Instrumentation, Electronics Field.
Years of Experience:
+ Minimum of 7 to 8 years of experience in the field of gas chromatography and mass spectrometry instrument services.
Knowledge, Skills, Abilities:
+ Gas chromatography & Mass Spectroscopy and special Gas chromatography analyzer hands on experience in relevant Industries & Processes.
+ To maintain a professional and positive approach whilst being committed to things we value of integrity, intensity, innovation and involvement. Including:
+ Exceeding customer service level expectations (external & internal)
+ Working to agreed target days, A focus to finding solutions.
+ Working within quality and company policy guidelines, Maintaining a professional appearance at all times
Competency:
+ Effective interpersonal, communication and listening skills., problem solving, customer centric approach
+ Handling the complicated situations
+ Experienced in Microsoft applications including Microsoft office.
Strong analytical skills, Interpersonal skills with an ability to handle time efficiently and meet agreed timelines.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

Our client, a renowned childcare provider in **Jaipur, Rajasthan**, is seeking an experienced and compassionate Lead Infant Care Specialist to join their dedicated team. This is a pivotal role responsible for the daily care, development, and well-being of infants aged 0-18 months. You will foster a nurturing and stimulating environment that encourages cognitive, social, emotional, and physical growth. Key responsibilities include developing and implementing age-appropriate lesson plans, managing daily routines such as feeding, napping, and diapering, and maintaining a safe and hygienic learning space. The ideal candidate will have a deep understanding of early childhood development principles and a passion for working with the youngest learners. You will also be responsible for supervising and mentoring junior childcare staff, ensuring adherence to all safety regulations and company policies. Strong communication skills are essential for building positive relationships with parents, providing regular updates on their child’s progress, and addressing any concerns. This role requires patience, creativity, and a proactive approach to problem-solving. You will be expected to observe children’s interactions and development, documenting their progress and identifying areas for individualized attention. Collaboration with other staff members to ensure a cohesive and supportive environment is crucial. The ability to adapt to changing needs and provide consistent, loving care is paramount. Experience with infant CPR and first aid certification is required. We are looking for individuals who are reliable, energetic, and committed to providing the highest standard of childcare. If you are passionate about making a difference in the lives of young children and are looking for a rewarding career opportunity in a supportive setting, we encourage you to apply.

Qualifications:

• Minimum of 2 years of experience in infant care or early childhood education.
• Degree or diploma in Early Childhood Education or a related field is preferred.
• Proficiency in infant CPR and First Aid.
• Excellent communication and interpersonal skills.
• Ability to create engaging and educational activities.
• Strong understanding of child development stages.
• Patience, empathy, and a nurturing disposition.
• Ability to work effectively in a team environment.
• Background check required.

Our client is seeking a highly dedicated and experienced Lead Infant Care Specialist to join their esteemed childcare facility located in the vibrant city of Chennai, Tamil Nadu, IN . This pivotal role involves overseeing the daily care and developmental activities for infants aged 0-18 months. The successful candidate will be responsible for creating a safe, nurturing, and stimulating environment that promotes the physical, cognitive, social, and emotional development of each child. Key responsibilities include developing and implementing age-appropriate lesson plans, managing a team of childcare assistants, conducting regular assessments of child progress, and maintaining open and effective communication with parents regarding their child's well-being and development.

The ideal candidate will possess a deep understanding of early childhood development principles and best practices in infant care. Strong leadership and interpersonal skills are essential for managing the childcare team and building positive relationships with families. This position requires a compassionate and patient individual with a genuine passion for working with young children. Responsibilities also encompass ensuring compliance with all health, safety, and regulatory standards, administering basic first aid when necessary, and contributing to the overall positive atmosphere of the childcare center. The role may require participation in parent-teacher conferences and occasional weekend or evening shifts to accommodate family needs. Collaboration with colleagues to enhance program quality and contribute to ongoing professional development is highly encouraged. A commitment to fostering a diverse and inclusive learning environment is paramount.

Qualifications:

• Minimum of a Diploma in Early Childhood Education or a related field.
• At least 3-5 years of experience in infant childcare, with a minimum of 1 year in a supervisory or lead role.
• Certification in Pediatric First Aid and CPR is mandatory.
• Thorough knowledge of child development stages for infants and toddlers.
• Excellent communication, leadership, and organizational skills.
• Ability to remain calm and effective in challenging situations.
• Proficiency in basic administrative tasks and record-keeping.
• Must be able to pass a background check and complete all required pre-employment screenings.

This is an exceptional opportunity to make a significant impact on the lives of young children and contribute to a reputable childcare provider.

:

Assist in the recruitment and hiring of the most qualified applicants to meet the needs of the Customer Care team.

Train, mentor, and manage all CCRs in line with company policies and procedures. Conduct monthly customer care audits.

Develop and implement standard methodology processes throughout the organization to ensure efficiency, leading to lower costs and enhanced customer service.

Develop training curricula and personal development plans for all staff. Conduct training to achieve goals and service standards.

Liaise with other functions to ensure alignment and an enhanced customer experience, including Planning, Logistics, Sales, Marketing, and Finance.

Address problems impacting the service, efficiency, and productivity of the Customer Care group. Raise concerns promptly. May build cross-functional teams to resolve issues.

Analyze and summarize data on all facets of the operations to drive clarity and strategic decision-making.

Provide immediate supervision to Customer Care staff and operate independently in a complex environment.

Strategically manage operational responsibilities beyond just getting the job done.

Develop the team and establish processes that apply team skills effectively to achieve goals.

Handle advanced customer service issues through direct action or referral to the appropriate department.

Proactively identify, define, and solve complex problems that impact the team's functioning. Anticipate business challenges and recommend process or service improvement plans.

Open and maintain customer accounts by recording account information.

Coordinate annual reviews and performance improvement plans.

Participate and significantly influence functional strategy.

Lead projects within the team to achieve achievements and objectives.

Candidate Requirements:

Education & Experience:

Graduate with 6-7 years of experience in a core customer service function.

Nature of Experience:

Order Management and experience in end-to-end customer service transactions in Quote to Cash.

Proven customer service experience with a track record of exceeding quotas.

Strong phone contact handling skills, excellent email writing skills, and active listening.

Familiarity with CRM systems and practices.

Customer orientation and adaptability to different character types.

Excellent communication skills.

Ability to multitask, prioritize, and manage time effectively.

Skills:

Order Management, Customer Service, Issue Resolution, Customer Retention, Listening Skills, Phone Skills, Email Etiquette, Conflict Resolution, Multitasking, Positive Attitude, Attention to Detail, People Orientation, Data Analysis, Problem Solving, Adaptability, Ability to Work Under Pressure, Computer Skills.

At Thermo Fisher Scientific, each one of our 70,000 outstanding minds has a distinct story to share.

This position is accountable for Service revenue, booking, and business development for the West region in India. The Lead Customer Care Engineer will maintain key performance indicators like CAS, DT, RT, DTR, Utilization, and TRD. This role involves encouraging business development opportunities, ensuring flawless service delivery, and driving financial success. The individual will play a crucial part in advancing our mission to provide world-class service solutions!

Responsibility

Be an integral part of the CAD-EPM service team, spearheading business development including service contract finalization, spares management, upgrades, and ADHOC services.

Evaluate critical metrics (CAS, DT, DTR, TRD, OCA, Utilization) and strategize growth.

Achieve financial objectives and complete the order process cycle successfully.

Meet assigned spares and service revenue targets for the region.

Improve and achieve DSO through regular calls with the AR team.

Ensure process compliance and take initiative in performance management, including self-assessment, feedback, goal setting, and ethics training.

Monitor and ensure timely payment collections for assigned customers.

Accurately complete customer invoicing and vendor expense statements.

Follow operational policies and guidelines, such as attendance, leaves, mobile, and travel policies.

Achieve critical metrics such as RT, DTR, DT, FTFR, and TRD.

Coordinate customer training and workshops.

Hire contingent engineers as required.

Monitor and reduce spare parts consumption under CMC contracts.

Initiate efforts to increase spare parts localization and repairs.

Ensure ISO audit compliance.

Provide accurate revenue and booking forecasts on a weekly basis.

Attend team and division calls regularly.

Minimum Educational Qualification

Degree or equivalent experience in Instrumentation / Electronics

Skills, Knowledge and Experience Requirement

Minimum 10 years of service experience in the analyzer service field.

Service experience with various gas and dust analyzers used in environmental and process monitoring.

Preferably experienced with PLC and Data Acquisition System Software.

Outstanding written and verbal communication skills.

Proven ability to handle territory independently and be self-motivated.

Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation, and Involvement.

At Thermo Fisher Scientific, each one of our 100,000 outstanding minds has an exceptional story to tell. Join us and contribute to our remarkable mission—enabling our customers to make the world healthier, cleaner and safer.