Customer Solution Specialist - India and SE Asia

Mentice; Maharashtra; Hybrid; INR 800,000 - 1,200,000; Full time

Job summary

Mentice seeks a Customer Solutions Specialist to support clients in India and the APAC region. The role covers pre-sales demonstrations, post-sales installations, training, and ongoing support. Travel within India and abroad may be required. Candidates should have 5+ years in a medical/device or related support role, with strong software/hardware knowledge and fluent English.

The position is based at Mentice offices or from a home office, with a hybrid working arrangement in India.

Qualifications

• Minimum 5 years of experience in a support function within Medical Device, Healthcare, or Electronics/Machinery industries.
• Understanding of systems combining software and hardware electronics.
• Strong knowledge of Microsoft Office suite.
• Fluent written and spoken English.
• Preferably a BSc in Engineering, CS, Medical, or Biomedical Engineering.
• Ability to travel within India and internationally when required.

Responsibilities

• Pre-sales: Demonstrate products at customer meetings to win business; contact customers proactively to assess needs; initiate and support software updates; assist distributors with demos; attend conferences and events to provide support.
• Post-sales: Installations at customer sites; conduct on-site training; assist customers with Mentice products; resolve customer issues; repair of systems when needed; keep CRM/support systems updated; coordinate with PMO and customers during projects; relay feedback to product team.
• Travel within the assigned region to support customers, prospects, conferences and tradeshows, primarily within India with possible international travel.

Skills

Fluent English

Microsoft Office

Software & hardware familiarity

Willing to travel

Education

BSc in Engineering/CS/Medical/Biomedical

Job description

Overview

Mentice (www.mentice.com) is the world-leader in high-fidelity simulation systems and precision medicine solutions for endovascular procedures. The company was founded in 1999, is publicly listed on the First North NASDAQ exchange in Stockholm and has offices in over 10 locations globally. As we are expanding the market in APAC we are looking for a Customer Solution Specialist that can support our clients in the region.

Career Pitch

You will be working with our existing local team in India and APAC to support Mentice clients in India, the Indian Sub-continent (mainly Bangladesh, Sri Lanka) and SE Asia. Mentice offers high-fidelity simulation solutions that are enhancing patient outcomes in growing fields such as cardiovascular disease management and stroke management.

Title

Customer Solutions Specialist, India

Role Description

We are seeking a reliable individual to further expand Mentice support capability in India and the region. Some of the key responsibilities will include:

Pre-sales

• Product demonstrations at customer meetings with the aim to win customer confidence and consequently business.
• Proactively contact and follow up with customers to be knowledgeable about their utilization, needs and current situation.
• Initiate and support software updates to customers
• Support distributors and sales channels with product demonstrations
• Attend conferences and events to provide support when needed.

Post-sales and Support

• Installation of new systems at customer site
• Training at customer site
• Assist and help customers with their use of Mentice products
• Handle customers’ reported issues and actively work towards a solution
• Repair of sent/in systems when needed
• Keep our CRM and support system up to date regarding customer systems, installations, support tickets and contacts.
• Follow up ongoing development projects with customers and act as the link between Project Management Office and customer during project development.
• Collect feedback from customers and feedback it to the corporate product team.

An important part of this job is also travelling within the assigned region to support customers, prospects, conferences, tradeshows. Travel will mainly be within India but can also include international travel when needed.

Qualifications

• Minimum 5 years of experience in a support function within either the Medical Device Industry, Healthcare industry or Electronics / Machinery industry.
• Relevant understanding of systems that include both software and hardware electronics.
• Good knowledge of Microsoft Office suite of products
• Fluent English language capabilities, both written and spoken
• Preferably at least a BSc degree related to Engineering, Computer Science, Medical, or Biomedical Engineering
• Ability to travel in within India for client meetings, and internationally if/when required

Other

• The position will be based at Mentice office, alt. from home office
• Experience in simulation technologies is an advantage, but not a necessity
• Experience from working in a hospital CathLab is a great advantage, but not a necessity