Title: Sr. Regional Service Manager, North(C)
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.
Designation- Regional Service Manager- North
Reporting to- Service Head- India Region
Qualification- B. Tech
Location- Gurugram
Exp- 12- 15 Years
Job Summary
The Regional Service Manager is responsible for leading the North service team to deliver high-quality customer support, operational efficiency, and service excellence. This role oversees daily service activities, manages team performance, develops service strategies, and ensures customer satisfaction while aligning with organizational goals. The position requires strong leadership, problem-solving ability, and a customer-centric mindset.
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- Business Planning –Business Planning & Strategy
Plan the current, medium and long-term business strategies of the region/subsidiary to implement the company's strategy, ensuring the achievement of the business result.
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- Business Result Achievement
Organizational Synergy
Ensure the achievement of business result in collaboration with other departments by aligning indicators, establishing mechanisms, and jointly handling major incidents.
Service Delivery
1.Service indicators and processes: be fully responsible for the customer service of the region/subsidiary, establish and manage the assessment and improvement mechanism of the delivery indicators to ensure the achievement of the delivery targets.
2.Service quality and satisfaction: strictly follow the service policy, handle complaints efficiently, give timely feedback and take improvement measures to enhance user satisfaction continuously.
Expense Planning
As the primary person in the management of service expenses in the region/subsidiary, coordinate expense planning and allocation, and manage the progress, rationality and compliance of the use of expenses.
Service Revenue
Ensure that the service revenue target is achieved, increase the proportion of independent product revenue, make market breakthroughs in key products, and ensure the achievement of profit targets.
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- Channel management
Channel planning
Understand the strategy and business goals of the headquarters, customize and review the service plan based on the characteristics of the local market, and assign corresponding tasks to the local team.
Channel operation
Formulate local channel management structures and operation mechanism and targets with the help of the company's platform resources (such as health dashboards). Carry out daily management of channels.
Channel development
Continue to gain insight into market changes and opportunities, and understand customer needs, improve the coverage and the professional level of service channels.
Channel compliance
Communicate Mindray's compliance requirements and monitor the practice to ensure that the process and results of channel cooperation are compliant.
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- Platform construction
Local platform construction
Lead to establish the processes, mechanisms, software and hardware according to the business needs to support the business development and goal achievement.
Service Branding
Enhance Mindray service brand through brand planning, promotion, and handling crisis event to achieve the goal of service performance.
Compliance and risk management
Ensure that platform construction is compliant and risks controllable by establishing mechanism, communicating policies, monitoring the processes, etc.
2.1 Organization Management-Personnel arrangement
1.Participate in matching team structure and positions to the actual business needs according to the business strategy of the product line in the subsidiary/region;
2.Plan and allocate the headcounts reasonably based on business plan to ensure the effective use of all headcounts and increase the labor efficiency ratio;
3.Match talents with positions by identifying their strengths, weaknesses and growth potential, placing right people in the right positions, and timely adjusting those who don’t fit.
2.2 Talent management
Performance management
Clarify the job responsibilities of subordinates, participate in their goal-setting and evaluation criteria design, provide regular feedback, coaching, and recognition for their performance, and assist in developing improvement plans.
Pipeline building
1.Talent acquisition: analyze the talent needs of the team, recruit talents internally and externally (including headhunt talents from competitors), build talent pools in advance for future business strategies;
2.Talent deployment: figure out the current capabilities of team members and divide responsibilities and delegate properly;
3.Talent development: guide team members to develop targeted improvement plans, cultivate the outstanding members to be key talents, and build a sustainable talent pipeline.
2.3 Atmosphere management
1.Be responsible for the promotion and practice of the corporate culture within the team;
2.Organize team activities and keep an eye on the state of employees;
3.Create a team atmosphere of “always forge ahead”by recognizing and awarding excellent behaviors or employees.
4. Clearly identify the motivators of team members, provide timely incentives, and ensure the stability of key talents within the organization.
3. Self Management
1. Comply with laws and regulations, and demonstrating honesty and trustworthiness
2. Share the same values as the company
3. Show high levels of internal motivation and resilience