Assistant/Deputy Service Manager, Key Accounts IVD

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.