Key Responsibilities
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• Participate in Key Account professional 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 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: Solid communication skills to influence the channel to support customers and drive future high business growth.

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