Key Responsibilities :​
- Participate in Key Account skilled support, reference site development, and customer escalation handling. In case of an escalation, provide the integral solution and escalate 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 connectio

📌 Asst/Dy Service Manager, KA IVD (India)
🏢 Mindray Medical
📍 India