Expanding Service Margins While Protecting Clinical Availability
March 26, 2026
11:30 AM – 12:30 PM
Join Genpact as they help medtech service leaders tackle the margin challenge by transitioning to a Predictive Triage & Guaranteed Uptime model.
Presented by Genpact
Expanding Service Margins While Protecting Clinical Availability
March 26, 2026
11:30 AM – 12:30 PM
Expanding Service Margins While Protecting Clinical Availability
March 26, 2026
11:30 AM – 12:30 PM
In today’s medtech service landscape, service organizations are expected to do more than support customers. Increasingly, they must drive profitability and function as a core profit engine for the business. However, achieving best-in-class gross margins, often defined as 50% or higher, remains a challenge. This is true especially when highly skilled, expensive field engineers are bogged down by compliance paperwork, logistics follow-ups, and reactive dispatches—what’s called the “Truck Roll Tax.“
At the same time, the cost of equipment downtime is soaring. When a critical asset—like a Cath Lab Angio system—goes down, it’s not just a service metric; it’s an immediate clinical risk that directly affects patient outcomes and customer trust.
Genpact partners with seven of the top ten global Medical Device companies to help Medtech Service leaders tackle this margin challenge by transitioning to a Predictive Triage & Guaranteed Uptime model. With this model, top manufacturers can retain their highly specialized field engineers for physical repairs, while Genpact takes charge of the L1/L2 Tech Support, Spare Parts Logistics, and Service operations.
By combining global delivery capabilities with predictive AI, Genpact helps deliver:
- 10+ Points of Gross Margin Expansion: By eliminating administrative waste and optimizing parts dispatch.
- Increased Remote Resolution Rates: Shifting volume from costly field dispatches to Engineering-Led Remote Triage.
- Guaranteed Clinical Availability: Proactively identifying and resolving issues before they impact clinical commitments.
This approach is grounded in deep medtech service DNA. It is further strengthened by advisory leadership with hands‑on OEM service experience, ensuring seamless execution within QMSR and regulatory requirements.
Date: March 26, 2026
Time: 11:30 AM – 12:30 PM ET
Location: Online
Register now to stay ahead of the curve and uncover what’s next for medtech in today’s health care landscape.
Meet the Speakers
Eduardo Bonefont, Strategic Advisor, Genpact; and Owner of Predictive Alerts LLC
Eduardo Bonefont is the Owner of Predictive Alerts, LLC and a Strategic Advisor to Genpact, specializing in MedTech Technical Services transformation. With over 36 years of OEM executive leadership across GE, Ortho Clinical Diagnostics, and Becton Dickinson (BD), Eduardo is an expert in Medical Device service operations and margin expansion. He partners with MedTech leaders to eliminate operational waste, deploy predictive triage, and transform service divisions into high-margin profit centers that guarantee clinical availability.
Alok Jha, North East, US, Life science regional leader, Genpact
Alok Jha, is North East regional business leader for Genpact’s life science business unit. In his current role at Genpact , Alok is overall responsible for managing portfolio of key accounts and relationships in the region . With over 25 years of experience across GE and Genpact, Alok advises clients and guides them through their transformation journey, unlocking value and accelerating business outcomes. He is based in New Jersey.
Rajiv Naidu, Life Sciences Advisory Partner, Genpact
Rajiv Naidu is a Partner in Life Sciences Advisory practice at Genpact. Rajiv has 20+ years of experience in serving clients across Pharma and Medical Device segments, and delivering Strategy, Data-Tech-AI and Operating Model related services. Recently, Rajiv led a Global Operating Model redesign and transformation for the Services function at a Top Medical Devices client. Prior to Genpact, Rajiv was a Senior Principal with The Boston Consulting Group’s Life Sciences practice and led several engagements driving large scale transformation for Life Sciences clients (e.g., Operating Model, M&A, Digital).
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