Key Responsibilities

Provide technical support for IVD products across the assigned territory, ensuring high customer satisfaction and service excellence.
Manage and support channel partners within the assigned region, driving operational efficiency and service performance.
Handle Key Account Management (KAM) customers by ensuring timely issue resolution, relationship management, and service delivery.
Drive service revenue generation through AMC/CMC renewals, spare parts sales, upgrades, and other service initiatives.
Manage customer escalations effectively, ensuring prompt corrective actions and stakeholder communication.
Coordinate with internal teams and channel partners to ensure smooth installation, maintenance, and troubleshooting activities.
Monitor service KPIs, customer satisfaction, and compliance with organizational service standards.

Candidate Profile

5-8 years of experience in the IVD industry, with strong exposure to technical service and customer support.
Hands-on experience in handling high-end IVD systems, including installation, troubleshooting, maintenance, and customer support.
Strong knowledge of channel partner management and key account servicing.
Proven ability to manage customer escalations and maintain long-term customer relationships.
Excellent communication, problem-solving, and stakeholder management skills.
Willingness to travel extensively (10-15 days per month) across the assigned territory.
Ability to work independently while collaborating effectively with cross-functional teams.

Preferred Skills

Expertise in Hematology, Biochemistry, Immunology, or Integrated IVD platforms.
Experience with service business management and revenue generation initiatives.
Strong analytical and customer-centric approach with a focus on operational excellence.

Deputy/Asst Service Manager-Customer Support

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