Deputy/Asst Service Manager-Customer Support

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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.