Title:  National Service Channel Supervisor

Be part of Mindray México as Service Channel.

Mindray is a Chinese multinational manufacturer of medical instruments with headquartered in Shenzhen, Guangdong. The company designs and produces medical equipment and accessories, with presence in more than 190 countries and regions, with a strong commitment with research and development. Our mission is focus on Advance medical technologies to make healthcare more accessible.

Job Responsibilities:

✓     Service Channel Planning

1.    Develop the overall service channel strategy and service coverage plan.

2.    Analyze channel coverage capability and identify weak service areas.

3.    Build and continuously optimize the service channel map and long-term channel development plan.

✓     Service Channel Contracting and Development

1.    Select, contract, and manage exclusive service channels.

2.    Develop third-party service channels, including channel selection, service standards, settlement standards, and contract signing.

3.    Support the establishment and termination of service channel partnerships when required.

✓     Core Channel Development

1.    Identify and develop benchmark service channels.

2.    Promote the development of gold-level service channels and best-practice channel models.

✓     Data Monitoring and Performance Management

1.    Provide internal data support and publish channel performance data.

2.    Monitor abnormal KPI indicators and drive improvement actions.

3.    Track service satisfaction, SLA fulfillment, value-added service execution, service sales targets, channel rewards, and penalties.

4.    Follow up on customer complaints and sales complaints, and ensure corrective actions are implemented.

✓     Internal Enablement and Capability Improvement

1.    Establish the service channel management framework and include secondary-level service channels into the management scope.

2.    Deliver training on service channel strategies, Mindray platforms, and service tools.

3.    Identify, summarize, and promote excellent service channel cases and management practices.

4.    Analyze internal support work orders to identify weak service skills and drive targeted improvement.

5.    Develop channel training plans and supervise internal engineers in delivering channel training.

✓     Cross-functional Collaboration

1.    Participate in regional sales meetings and collect feedback related to channel service.

2.    Follow up on channel service issues and provide timely feedback.

3.    Support the implementation of department strategies and regional or production-line service channel tasks.

4.    Report execution progress and coordinate resources across departments.

Competency Requirements:

1.    Channel planning capability: Able to analyze service coverage, identify service gaps, and support long-term channel planning.

2.    Channel management capability: Familiar with service channel selection, contracting, development, review, reward, and penalty mechanisms; able to manage both exclusive channels and third-party service channels.

3.    Data analysis and KPI management: Able to monitor KPI performance, identify abnormal indicators, and drive continuous improvement; capable of using data to support service management decisions.

4.    Training and enablement: Able to organize service strategy communication, platform and tool training, and technical capability improvement activities; capable of summarizing and promoting best practices across channels.

5.    Communication and coordination: Able to communicate effectively with sales teams, service teams, channels, and regional or production-line stakeholders; capable of coordinating resources to ensure task execution and issue closure.

6.    Problem-solving and execution: Able to follow up on customer complaints, sales feedback, SLA gaps, and channel service issues; strong execution capability to ensure closed-loop management of tasks and improvement actions.