Deputy/Asst Service Manager-Customer Support
Mindray
- Location
- Ahmedabad, Gujarat, India
- Job type
- Full-time
Required skills
- account management
- business management
- compliance
- cross-functional
- service delivery
- technical support
About the role
Mindray
Website:
mindray.com
Job details:
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.
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