Jobs at Mindray India

We are seeking an experienced Asst/Dy Service Manager – Key Account, IVD to lead key-account service support, customer satisfaction, technical escalations, service revenue growth, and field-service capability development. The role will manage critical customer relationships, support new-product installations, develop technical training programs, coach service teams and distributors, and identify business-growth opportunities across the assigned territory. The ideal candidate will have strong experience in IVD equipment, key-account management, service operations, customer escalation management, and cross-functional coordination.

• Participate in Key Account professional support, reference site development, and customer escalation handling. In case of an escalation, provide the integral solution and escalate to GTS if necessary.
• Ensure high customer satisfaction through timely and accurate resolution of customer concerns. Monitor and maintain SLA for assigned customers.
• Service Sales Funnel Management to drive the business for KA accounts.
• Organize customer Trainings, and collect customer feedback.
• Maintain detailed customer visit reports, validation records, and training documentation.
• Support the first unit installation of new products in regions and ensure the local team can provide good service to the customers.
• Self-develop the training material and provide the qualified training program to the internal team and distributors, and help the department to develop further educational events.
• Able to handle crucial communication/ discussion and decision-making
• Identify growth opportunities in the assigned geography, guiding and attracting the support from appropriate marketing services, resources and working closely and synergistically with BUs and local teams
• Proficiency with FSM/CRM systems, Microsoft Office suite and service management tools.
• Ability to travel up to 50-70% within assigned territory.
• Demonstrated ability to coach, develop and support field service teams.

Education:

• Bachelor’s or Master's Degree in Biomedical Engineering, Related Engineering, Science, Technology or related field, equivalent experience or Higher.

Experience:

• 8-10 Years of minimum experience in a similar domain.​ Key account management experience.

Product & Technical Knowledge:

• Relevant product experience ( IVD equipment ); able to quickly learn and master in company products and service skills through training.