Asst Dy Service Manager KA IVD

Mindray; Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Mindray India in Chennai seeks a seasoned professional to drive Key Account support in the IVD domain, delivering excellent service and steering the service revenue. You will engage with customers, coordinate cross-functional teams, and uphold strong relationships.

A background with 8–10 years in KA management is required. You will organize trainings, develop training material, and travel 50–70% within the territory to support regional teams and customers, while promoting Mindray products and

Qualifications

• 8-10 years in KA management with related domain experience.
• Bachelor’s or Master’s degree in Biomedical Engineering or related field.
• Experience with IVD equipment; able to learn company products and service skills quickly.
• Understand industry trends, customer workflows, and build strong customer connections.
• Familiar with service revenue methods and promoting service products to drive decisions.
• Strong cross-departmental communication; coordinate resources to achieve results.
• Willingness to travel 50-70% within assigned territory.
• Ability to coach and develop field service teams.

Responsibilities

• Participate in Key Account professional support, reference site development, and customer escalation handling. In case of an escalation, provide the integral solution and elevate 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.

Skills

Key account mgmt

Customer training

FSM/CRM proficiency

Cross-functional coordination

Willingness to travel

Communication skills

Education

Bachelor’s/Master’s in Biomedical Eng. or related field

Tools

FSM/CRM systems

MS Office

Job description

Job Description:

Key Responsibilities

• Participate in Key Account professional support, reference site development, and customer escalation handling. In case of an escalation, provide the integral solution and elevate 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.

Qualifications & Skills

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.

Business Insight:

Understand industry and market trends, grasp customer workflows, and build effective customer connections.

Service Revenue:

Familiar with service revenue methods and able to promote service products to drive customer decisions.

Communication & Coordination:

Strong cross-departmental communication skills; capable of coordinating internal and external resources to achieve results

Channel Management:

Strong communication skills to influence the channel to support customers and drive future high business growth.

Requirements: