About z Med z Med builds clinical software for hospitals — covering ICU, Operation Theatre, Emergency, and Ambulance workflows.
We are growing the adoption of our newest product, z Med 3.0 , across hospitals in Mumbai, and need support to deploy and support the product at customer sites.
About the Role This is a customer-facing role focused on smooth product deployment and day-to-day customer support at hospital sites.
You will be the on-ground point of contact for hospitals using z Med — coordinating with hospital staff, training users, gathering issues, and making sure customers feel supported.
The technical work (installation, integration, fixes) is handled by our engineering team; your job is to own the customer relationship and the process end-to-end.
What You'll Do Deployment & Rollout Be the on-site representative of z Med during deployments at hospitals across Mumbai.
Coordinate between hospital IT, clinical staff, biomedical engineering, and our remote engineering team.
Track the deployment plan — what's done, what's pending, who's blocking what — and keep everyone aligned.
Walk the hospital, meet ICU/OT/ER/Ambulance teams, understand their current workflow, and make sure the rollout fits.
Training & User Onboarding Train doctors, nurses, ward clerks, and administrators on how to use z Med.
Conduct refresher sessions, create simple "how-to" guides, and identify hospital super-users we can lean on.
Be present at the bedside during go-live nights to help users with first-time questions.
Day-to-Day Customer Support Be the primary contact for customer queries — over phone, Whats App, email, and in person.
Log every issue cleanly in our ticket system; chase issues to closure.
Categorise tickets: user education, configuration request, or product bug — and route the right ones to engineering with clear notes.
Visit customer sites weekly during the first few months post go-live; transition to monthly check-ins after stabilisation.
Customer Relationship Build trust with hospital staff — from junior nurses to Medical Superintendents.
Run monthly review meetings with hospital leadership: what's working, what's not, what's coming next.
Spot risks early (frustrated users, missed expectations) and flag them to leadership before they escalate.
Documentation Maintain user manuals, FAQs, and training material — and keep them updated as the product evolves.
Capture customer feedback in a structured way and share it with the product team.
What We're Looking For 2–4 years of experience in a customer-facing role — hospital operations, medical-device application support, EMR/HIS implementation, hospital coordinator, clinical research coordinator, customer success, or similar.
Comfortable spending most of the week inside hospitals , including ICUs and operation theatres.
Strong communication skills — able to speak with senior clinicians one moment and ward clerks the next.
Spoken and written English ; conversational Hindi and Marathi strongly preferred.
Organised, detail-oriented, calm under pressure — go-live nights and unhappy customers are part of the job.
Comfortable with everyday software — email, spreadsheets, ticketing tools, Whats App, Slack.
No coding or IT background required.
Willingness to be on-call during go-live windows (including occasional nights and weekends in the first weeks of a rollout).
Good to Have Prior experience in a hospital environment — implementation, coordination, nursing, or biomedical roles.
Experience with EMR/HIS rollouts or medical-device commissioning.
Background in clinical sciences, nursing, pharmacy, healthcare administration, or biomedical engineering.
Why Join z Med Direct exposure to how modern hospitals run — clinical, operational, and technology side.
Small team, large ownership; you grow as we add more hospitals.
