Asst/Dy Service Manager, KA IVD

Mindray; Chennai District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Mindray India seeks an experienced field service professional to drive Key Account support, reference site development, and escalation handling in collaboration with regional teams. You will lead training, maintain service records, support installation of new products, and identify growth opportunities while traveling up to 50-70% within the territory.

Strong knowledge of IVD equipment and CRM systems is required, with proven ability to coach field teams and coordinate cross‑functional resources

Qualifications

• Bachelor’s or Master’s degree in Biomedical Engineering, related engineering, science or technology.
• 8–10 years of experience in a similar domain with key account management exposure.
• Knowledge of IVD equipment and ability to learn company products quickly.
• Understanding of industry trends, customer workflows and service revenue.
• Strong cross‑departmental communication and coordination skills.

Responsibilities

• Participate in Key Account professional support, reference site development, and escalation handling.
• Ensure high customer satisfaction by timely resolution and SLA monitoring.
• Drive Service Sales Funnel management for KA accounts.
• Organize customer trainings and collect feedback.
• Maintain visit reports, validation records and training documentation.
• Support first unit installation of new products and enable local service capability.
• Develop training materials and conduct programs for internal teams and distributors.
• Possess strong communication and decision‑making abilities.
• Identify growth opportunities and coordinate with marketing, resources and local teams.
• Proficient with FSM/CRM systems, MS Office and service tools.
• Travel up to 50-70% within assigned territory.
• Coach and develop field service teams to improve performance.

Skills

Key account management

Customer relationship

Training & coaching

Cross‑department coordination

FSM/CRM systems

Travel readiness

Education

Biomedical Engineering degree

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.