Gautam Iyer

Managing and leading the service team, providing support and leadership across the organisation and contributing towards financial management including margin & revenue targets.

Identifying and acting on opportunities to increase service business with existing and new clients.

Implementation of systems, processes & best practice across the service department and implementing national strategies for the organisation by maintaining compliant workshops to support the operation of the service teams.

Implementing key performance criteria for Service Engineers / Technicians by mentoring and providing internal guidance & support.

Coached employees through day-to-day work and complex problems.

Supervised the performance of service department as cost centre for business using Microsoft Planner for project planning, Microsoft Power Bl for tracking data, and ERP systems such as NetSuite & SAP for report generating.

Handled incoming and outgoing shipping and receiving activities for repairs conducted by manufacturer and maintaining professional international relationships.

Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.

Participated in workshops and in-service meetings to enhance personal growth and professional development.

Created and enhanced call sequencing flows & scripts to enhance team performance and resolved concerns with products or services to help with retention and drive sales.

Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities using SAP.

Coordinated installation services at customer site for ophthalmic diagnostic and surgical equipment.

Organised in-house service jobs for eyecare instruments and devices by applying relevant Biomedical engineering experience and skills.

Demonstrated project management skills by organising DEMO / LOAN units to ophthalmologist and optometrist for product trials.

Provided primary customer support to internal and external customers by responding to enquiries & requests for products, services, and company information.

Maintained customer relationship with forward-thinking strategies focused on addressing customer needs and resolving concerns by utilizing SAP & Microsoft planner to manage interactions and track customer satisfaction.

Analysed customer service trends to discover areas of opportunity and provide feedback to management.

Processed sales orders & raised invoices using SAP.

Promptly provided customer support by answering inbound calls and making outbound calls to follow up on sales order.

Supervising the daily intern activities and holding interns accountable to site expectations and protocols. Contributing to the development of the project timeline that will include the tasks, responsibilities, and due dates related to the development and delivery of the program.

Contributing to interns' professional development and learning outcomes.

Assisting intern groups with meeting preparation with clients and industry partners. Providing interns with formative and low stakes feedback.

Conducted research on Artificial Tissue Generated Cardiac Patch and existing instruments & devices for invasive delivery.

Designed and 3D-Printed prototypes using SolidWorks & AutoCAD to deliver the Cardiac Patches using Minimally Invasive Robotic Surgery.

Assisted to clinically test the prototype in Porcine cadaver to transplant Cardiac Patches via Robotic Minimally Invasive Heart Surgery.

Managing and leading the team for Cardiac Patch Delivery Device project, providing support and leadership throughout the period of internship and worked cooperatively in a diverse cross-disciplinary team.

Presented to industry clients and at internal daily / weekly meetings using agile project management techniques (Microsoft Project) and technologies (Slack).

Understood client's needs, managed client communications and relationships, and delivered value added solutions by generating designs concepts using Rapid prototyping (SolidWorks & 3D printing).

Designed & developed surgical instrument to perform extraocular needle- guided haptic insertion technique (X-NIT), a novel device for safe exteriorization of haptic in scleral fixation intraocular lens surgery (SFIOL).

Conducted clinical wet lab trials in collaboration with Aravind Eye Care Hospital to validate the prototype stability and design improvisation. Followed the guidelines of ISO and FDA protocols for usage of device in human surgery.

Documented contents and procedures for registering patent and publishing article in Indian Journal of Ophthalmology as co-author.

Worked collaboratively with Clinicians, Surgeons, and Product Development team and assisted in project Sideport Stopper to minimise the loss of blood during ophthalmic procedures which uses sideport knives to create precision incisions.

Contributed to data collection & analysis by attending surgical procedures in operating theatres to understand the clinicians' requirement.

Generated the concept & initial design, thus enhancing development of prototypes and drafting the complete specifications to patent the proof-of- concept.

Worked as a trainee engineer with the product designing team

Developed technical and practical approach of manufacturing ophthalmic surgical tools & equipment.

Acquired the working principles of machinery required for manufacturing ophthalmic devices.

Assimilated the parameters & factors to be considered before designing a new product.