Deputy Asst Service Manager-Customer Support

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

Job summary

Mindray in Ahmedabad, India seeks an experienced IVD service engineer to provide technical support for IVD products across the territory, ensuring high customer satisfaction and service excellence. The role focuses on installation, troubleshooting, and maintenance of high-end systems while coordinating with channel partners.

You will manage KAM customers, drive service revenue through AMC/CMC renewals and spare parts, and handle escalations with timely actions.

Qualifications

• 5–8 years of experience in IVD service and support.
• Hands-on installation, troubleshooting, and maintenance of high-end IVD systems.
• Strong channel partner management and key account servicing skills.

Responsibilities

• Provide technical support for IVD products across the territory.
• Manage channel partners and drive service performance.
• Handle KAM customers with timely issue resolution and service delivery.
• Drive service revenue via AMC/CMC renewals, spare parts, upgrades.
• Manage escalations with prompt actions and stakeholder communication.
• Coordinate with internal teams and partners for installation, maintenance, troubleshooting.
• Monitor service KPIs and customer satisfaction against standards.

Skills

Customer support

Channel partner mgmt

Key account servicing

Communication

Problem solving

Stakeholder mgmt

Travel readiness

Job description

Job Description:

Key Responsibilities

• Provide technical support for IVD products across the assigned territory, ensuring high customer satisfaction and service excellence.
• Manage and support channel partners within the assigned region, driving operational efficiency and service performance.
• Handle Key Account Management (KAM) customers by ensuring timely issue resolution, relationship management, and service delivery.
• Drive service revenue generation through AMC/CMC renewals, spare parts sales, upgrades, and other service initiatives.
• Manage customer escalations effectively, ensuring prompt corrective actions and stakeholder communication.
• Coordinate with internal teams and channel partners to ensure smooth installation, maintenance, and troubleshooting activities.
• Monitor service KPIs, customer satisfaction, and compliance with organizational service standards.

Candidate Profile

• 5-8 years of experience in the IVD industry, with strong exposure to technical service and customer support.
• Hands-on experience in handling high-end IVD systems, including installation, troubleshooting, maintenance, and customer support.
• Strong knowledge of channel partner management and key account servicing.
• Proven ability to manage customer escalations and maintain long-term customer relationships.
• Excellent communication, problem-solving, and stakeholder management skills.
• Willingness to travel extensively (10-15 days per month) across the assigned territory.
• Ability to work independently while collaborating effectively with cross-functional teams.

Preferred Skills

• Expertise in Hematology, Biochemistry, Immunology, or Integrated IVD platforms.
• Experience with service business management and revenue generation initiatives.
• Strong analytical and customer-centric approach with a focus on operational excellence.