Job Description

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- Deputy Service Manager- PMLS (Patient Monitoring & Life Support)

Reporting to- Service Manager-North Region

Location- Gurugram

Exp- 12+ Years

Job Summary

The position is responsible to support and manage distributors in region/territory and product line, to provide service to achieve customer satisfaction, maximizing customer retention by strengthening the technical service support skill and customer management ability, and to achieve the service sales target.

Key Responsibilities:

Service delivery

Perform on site & remote service, including installation, basic training, troubleshooting, repairing, replacing, routine check, preventive maintenance (PM), calibration, quality plan, Market and sales support usually within a specific geographic area. Manage customer from service aspect. Collect information about customer's need &competitors in service performance during service delivery.

Service channel support and management

Implementation in service channel agreement signing, regular review and service assessment/audit. Support distributor, dealer or service channel remotely or on site for escalated issue. Plan and deliver trainings to service channel to improve their service ability Monitor and improve service performance from service channel.

Work compliance

CRM system operation compliance. Spare parts management.

Value-adding service

Service sales achievement. Perform value-added service in region including BME interaction, service camp/service week as per plan and guiding.

Knowledge and Education Requirements

Electronic biomedical Life Support medical equipments or relevant professional category Over 3 years of working experiences in service, in medical equipment industry.

Skillsets and Competencies

Problem solving Good communication skills Willing to learn and skillful in sharing 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 to domestic customers

Working Relationships

The post holder primarily reports to the regional service manager The internal work interfaces include but not limited to: local sales, service team, operation team and financial team. * The external work interfaces include but not limited to: distributors, end-users and the 3rd party service providers.