Title:  Dy. Manager Service PMLS KA (South)

Founded in 1991, Mindray is one of the leading global providers of medical devices and solutions. Firmly committed to our mission of “advance medical technologies to make healthcare more accessible”, we are dedicated to innovation in the fields of Patient Monitoring & Life Support, In-Vitro Diagnostics, and Medical Imaging System.Headquartered in Shenzhen, China, Mindray possesses a sound global R&D, marketing and service network with subsidiaries and branch offices in 32 countries in North and Latin America, Europe, Africa and Asia-Pacific, as well as 31 branch offices in China.Inspired by the needs of our customers, we adopt advanced technologies and transform them into accessible innovation, bringing healthcare within reach. While improving the quality of care, we help reducing its cost, making it more accessible to a larger part of humanity. Today, Mindray’s products and services can be found in healthcare facilities in over 190 countries and regions. In China, Mindray’s products and solutions can be found in nearly 110,000 medical institutions and 99% of Class A tertiary hospitals.

Position: Dy. Manager Service PMLS Key Accounts (South)

Department:  Service

Work Location: Bangalore

Responsible Territory: South

Functionally Report to: South Regional Service Manager

1. Customer Service Delivery​

• Handle customer complaints and issues, ensuring timely response and resolution to enhance satisfaction.​

• Execute project-based service delivery and daily operations according to business requirements, ensuring service standards are met.​

• Monitor key service performance indicators (KPIs), analyze deviations, and propose improvement plans.​

2. Customer Relationship Management & Value Creation​

• Develop customer management plans and goals; establish and maintain relationships with key accounts.​

• Collect customer needs and feedback, coordinate company resources to provide solutions, and continuously enhance customer experience.​

• Promote service products and solutions to support business objectives.​

3. Cross-Department & Channel Coordination​

• Establish regular communication with marketing teams, share business information, and collaborate to drive sales and service execution.​

• Build effective collaboration within the service team to ensure timely closure of customer issues and requests.​

• Maintain positive relationships with channel partners and coordinate resources to support service activities.​

4. Data Analysis & Business Insight​

• Maintain and improve customer records, analyze data, and identify potential opportunities and risks.​

• Report customer service status to the line manager regularly, providing recommendations for improvements.​

• Conduct competitive and market research to ensure service strategy remains competitive.

      5. Healthcare IT Project Delivery: 

• Lead the planning, execution, and closure of healthcare IT projects and medical device IT integration.
• Collaborate with cross-functional teams (clinical staff, IT support, vendors) to define project scope, timelines, and resource allocation, ensuring adherence to healthcare-specific constraints.
• Track project progress via tools, and provide regular status reports to stakeholders; resolve on-site technical bottlenecks (e.g., medical equipment connectivity failures) in a timely manner.