Dy Manager/ Manager Service KA

Mindray; Kolkata District; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Mindray in India seeks a seasoned professional to manage Key Accounts and deliver end-to-end field service leadership across regions. You will support escalations, ensure timely resolutions, and drive service revenue for KA accounts while training internal teams, distributors, and end users.

Travel to customer sites will be up to 50–70% to ensure high-quality service delivery. You should have 8–10 years of relevant experience with strong product knowledge in medical devices and the ability to

Qualifications

• Education as stated: Bachelor's or Master's in Biomedical Engineering, related field, or equivalent experience.
• 8–10 years of minimum experience in a similar domain with key account management exposure.
• Proven ability to learn and master product and service skills through training.

Responsibilities

• Participate in Key Account professional support and escalations to provide integral solutions.
• Maintain high customer satisfaction through timely and accurate resolution of concerns and SLA adherence.
• Drive service revenue through KA accounts and organize training effectiveness to raise NPS.
• Capture and report customer feedback and validation records; organize training documentation.
• Lead the first unit installation support and ensure local teams deliver quality service.
• Develop training material and deliver programs to internal teams, distributors, and end users.

Skills

Key account management

Customer training

Field service leadership

CRM systems

MS Office

Travel 70%

Cross-functional coordination

Team coaching

Education

Bachelor's or Master's in Biomedical Engineering or related field

Tools

FSM/CRM systems

Microsoft Office Suite

Job description

Key Responsibilities

• Participate in Key Account professional support, reference site development, and customer escalations handling. In case of escalation raised from local to provide the integral solution and escalated to GTS if necessary.
• Ensure high customer satisfaction through timely and accurate resolution of customer's concerns. Monitor and maintained SLA for assigned customers.
• Service Sales Funnel Management to drive the business for KA accounts.
• Organize customer Training effectiveness, Make customer feedback and NPS score high.
• 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 services and collect the problems or requirements properly after installation.
• Self-develop the training material and provide the qualified training program to internal, distributors and end users as a trainer, and help department to develop internal trainers for the further education 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.
• Team healthiness improvement.

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 the similar domain. Key account management experience.

Product & Technical Knowledge: Relevant product experience ( PMLS - Patient Monitoring & Life Support / Surgical 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 Channel to support customers and drive the future high business growth.