Service Engineer, KA

As a Key Account Engineer specializing in In-Vitro Diagnostics (IVD) and Total Lab Automation (TLA), play a vital role in providing high-level technical support and customer management to strategic laboratory clients. You will ensure optimal system performance, customer satisfaction, and service excellence, especially for accounts utilizing advanced TLA solutions.

Key Responsibilities:

• Key Account Support:
• Serve as the primary technical contact for strategic IVD accounts using Mindray’s TLA and analyzer systems.
• Build strong relationships with laboratory management, biomedical engineers, and procurement departments.
• Conduct regular performance reviews, service planning, and system audits with key customers.
• Technical Expertise:
• Provide advanced troubleshooting, preventive maintenance, and system optimization for Mindray's TLA, chemistry, immunoassay, hematology, and coagulation analyzers.
• Lead or support complex installations and upgrades, ensuring smooth integration into the lab’s LIS/Middleware environment.
• Collaborate with Product and Application Specialists to support workflow validation and customized lab automation setups.
• Service Delivery & Quality:
• Ensure timely and professional resolution of technical issues, including proactive problem prevention.
• Monitor equipment KPIs (uptime, turnaround time, error rate) and implement continuous improvement actions.
• Maintain accurate documentation of service activities in compliance with regulatory and company standards.
• Cross-functional Collaboration:
• Work closely with Sales, Application, and Product Management teams during pre- and post-sales phases.
• Support tender processes and customer demos from a technical perspective when needed.
• Provide field feedback on product performance and customer needs to R&D and Service Engineering teams.
• Training & Development:
• Deliver technical training to junior engineers and end-users.
• Stay up to date with product updates, automation trends, and diagnostic technologies.

Qualifications:

• Education:
  Bachelor’s degree in Biomedical Engineering, Medical Laboratory Science, Electronics, or a related technical field.
• Experience:
• Minimum 3–5 years of experience in IVD field service or lab automation roles.
• Hands-on experience with Total Lab Automation platforms
• Familiarity with LIS, Middleware integration, and clinical workflow optimization.
• Skills:
• Strong diagnostic and analytical skills.
• Excellent customer-facing communication and relationship management.
• Proficient in using service tools, remote diagnostic systems, and CRM platforms.
• Ability to work independently and manage multiple high-priority tasks.