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Title:  Deputy Service Manager-North IVD

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:                               IVD Service Manager-North

Department:                        Service

Work Location:                    Gurgaon

Responsible Territory:         India North

Functionally Report to:       North Regional Service Manager  

 

  1. Job Summary

The position will be in charge of IVD service business in India North region, be fully responsible for service performance and team development, be fully responsible for customer satisfaction, be responsible for channel development.

  1. Responsibilities

2.1 Service Operation

  • Insightful in business needs and customer needs, setting up or improving service strategy, service mode and service policy to be align with national and HQ product line service strategy.
  • Build up and optimize service network (including own service network and service third party), service process and platform (including local safety stock of spare parts, backup equipments, etc.)
  • Perform service investigation in local market.
  • Develop and review comprehensive service indicators to monitor service performance.
  • Check and review on regulation compliance.

2.2 Service Delivery

  • Define Service Level Agreement (SLA) of regular service delivery base on customer segmentations and customer expectations, to be align with national and HQ product line direction.
  • Organize resource to ensure SLA are achieved, considering both finance budget and customer expectations
  • Manager customer in regional and offer proactive and differentiated value added service to enhance service impact to customers.

2.3 Service Channel Management

  • Implement service channel management in agreement signing, regular review, training and support, and assessment/audit.
  • Develop service channels in region.

2.4 Team development and management

  • Develop and coach service talents.
  • Service team performance management
  • Be responsible for working atmosphere construction and regulation compliance of team.

2.5 Service sales target management

  • Develop new value-added offers to the customers.
  • Develop and implement service sales promotion plan.
  • Manage service sales activities to ensure service sales target is achieved.

 

  1. Decision Making Authority
  • Yes
  1. Position Specifications

Knowledge and Education Requirements

  •  Electronic biomedical or relevant professional category
  • Over 8 years of working experiences in service in medical equipment industry with Solid understanding about medical equipment industry.
  • Over 3 years of service management experience (Service Delivery, Service Channel Management, Team Management, etc.) at area level, department level or above.

Skillsets and Competencies

 

  • Well-organized and problem solving
  • Excellent communication skills
  • Experienced in team management and crisis management
  • Good information collecting  and analysis capabilities
  • Adaptable to cross- culture environment.
  • Good command of spoken and written English.
  • Familiar with computer and office software.

 

Physical Demands / Working Environment

 

  • The post holder will have frequent travel in domestic India.

Working Relationships

  • The post holder primarily reports to the regional service manager and local GM of Mindray Medical India PVT. Limited
  • The internal work interfaces include but not limited to: local sales, service team, operation team, financial team, HR and HQ team.
  • The external work interfaces include but not limited to: distributors, end-users and the 3rd party.

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