['Asst/Dy Service Manager, KA IVD']

Job description

Key Responsibilities

​ 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: Strong communication skills to influence the channel to support customers and drive future high business growth.