About this role
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.