Dy Manager/ Manager Service KA

Job description

Key Responsibilities : ​ Participate in Key Account professional support, reference site development, and customer escalations handling. In case of escalation raised from local to provide the integral solution and escalate to GTS if necessary. Ensure high customer satisfaction through timely and accurate resolution of customer’s concerns. Monitor and maintained SLA for assigned customers. Service Sales Funnel Management to drive the business for KA accounts. Organize customer Training effectiveness, Make customer feedback and NPS score high. Maintain detailed customer visit reports, validation records, and training documentation. Support the first unit installation of new products in regions and ensure the local team can provide good services and collect the problems or requirements properly after installation. Self-develop the training material and provide the qualified training program to internal, distributors and end users as a trainer, and help department to develop internal trainers for the further education events. Able to handle crucial communication/ discussion and decision making Identify growth opportunities in the assigned geography, guiding and attracting the support from appropriate marketing services, resources and working closely and synergistically with BUs and local teams Proficiency with FSM/CRM systems, Microsoft Office suite and service management tools. Ability to travel up to 50-70% within assigned territory. Demonstrated ability to coach, develop and support field service teams. Team healthiness improvement. Qualifications & Skills ​ : Education: Bachelor’s or Master's Degree in Biomedical Engineering, Related Engineering, Science, Technology or related field, equivalent experience or Higher. Experience: 8-10 Years of minimum experience in the similar domain.​ Key account management experience. Product & Technical Knowledge: Relevant product experience ( PMLS - Patient Monitoring & Life Support / Surgical equipment ); able to quickly learn and master in company products and service skills through training.​ Business Insight: Understand industry and market trends, grasp customer workflows, and build effective customer connections.​ Service Revenue: Familiar with service revenue methods and able to promote service products to drive customer decisions.​ Communication & Coordination: Strong cross-departmental communication skills; capable of coordinating internal and external resources to achieve results Channel Management: Strong communication skills to influence Channel to support customers and drive the future high business growth.