Service Key Account

Mindray Bio-Medical Electronics Co., Ltd.; São Paulo; Hybrid; BRL 90,000 - 150,000; Full time

Job summary

Mindray Brazil is seeking a Service Key Account to support service operations for our Patient Monitoring and Life Support division. You will serve as the link between the company, our distributors, and Key Accounts, ensuring high-quality service delivery and customer satisfaction.

The role focuses on end-to-end ITR management, daily ticket monitoring, and ensuring SLAs for strategic clients. You will conduct proactive on-site visits and pursue service opportunities to strengthen revenue while

Qualifications

• Engineering/Electronics or related field is required.
• Experience in the medical device industry (PMLS experience preferred) is required.
• Ability to travel within the region is required.
• Advanced English is required.
• Strong communication skills for distributor training and client interactions are required.

Responsibilities

• Act as the link between Mindray, distributors, and Key Accounts to ensure service excellence.
• Manage end-to-end Issue to Resolution (ITR) process within contractual targets and drive service revenue growth.
• Monitor daily service tickets and ensure full lifecycle resolution to maximize equipment uptime.
• Oversee Service Orders & Trigger Orders to close the operational loop and integrate new equipment installations.
• Provide on-site visits to Biomedical Engineering and Clinical Departments to identify pain points and potential issues.
• Identify opportunities for service contract renewals, spare parts sales, and system upgrades to generate revenue.

Skills

Advanced English

Strong communication

Travel ability

Education

Engineering/Electronics or related field

Job description

Mindray Brazil is looking for a Service Key Account

We are seeking a dedicated Service Key Account to support service operations for our Patient Monitoring and Life Support (PMLS) division. In this role, you will act as the link between the company our distributors and Key Accounts, ensuring high-quality service delivery and customer satisfaction.

Main Activities and Responsibilities:

The Key Account Service acts as the primary guardian of technical performance and service excellence for strategic clients. The core mission is to manage the end-to-end Issue to Resolution (ITR) process, ensuring that every technical problem is tracked, managed, and resolved within contractual targets while driving service revenue growth.

Daily Management: Responsible for the rigorous daily monitoring of all service tickets. The focus is on the complete Issue to Resolution lifecycle, ensuring that no technical issue remains stalled and that equipment uptime is maximized for the customer.

Operational Execution (Service Orders & Trigger Orders): Ensures the closing of the operational loop by following up on daily service orders and monitoring "Trigger Orders." This guarantees that new equipment installations are completed on time and integrated seamlessly into the customer's workflow.

Strategic Account Performance:The specialist provides dedicated oversight for Key Accounts (KA) and Strategic Key Accounts (SKA), ensuring that the Issue to Resolution speed and quality meet the high-standard SLAs required by these partners.

Product Intelligence & Escalation (Project/App/Product Feedback): Analyzes equipment performance and clinical application in the field. This role acts as a feedback loop, collecting data on recurring issues or product limitations and escalating them to global R&D or Project teams to improve future product versions.

Clinical & Technical Relationship: Conducts proactive on-site visits to both Biomedical Engineering (BME) and Clinical Departments. The goal is to understand the user's "pain points" and identify potential technical issues before they become formal complaints.

• Business Growth (Service Breakthrough and Revenue): Directly contributes to the company's financial health. The specialist identifies opportunities for service contract renewals, spare parts sales, and system upgrades during their routine visits, turning technical support into a revenue-generating engine.

What are we looking for in you?

• Technical background in Engineering, Electronics, or a related field.
• Experience in the medical device industry (PMLS experience preferred).
• Ability to travel within the region as required.
• Advanced English
• Strong communication skills for conducting distributor training and client interactions.

This is an outstanding position for candidates looking for a role with high autonomy and strategic impact. You will play an instrumental role in Mindray’s success within the public market, and for this, you will be well rewarded with a competitive salary, excellent benefits, and a highly inclusive environment with opportunities for global career development.

Our goal is to continuously improve and sustain an inclusive culture in which diversity provides deeper customer insights and creates a competitive advantage in the markets we serve. By attracting, developing, and engaging the best team of diverse, empowered associates, we help build success for ourselves and our customers.