CLIENT SUPPORT STAFF (AFTER-SALES)

1. Customer Support & Service Coordination

o Address client inquiries regarding product concerns, troubleshooting, and service requests.

Prior experience with biotech or medical equipment is preferred but not required.

o Schedule Preventive Maintenance Services (PMS) and coordinate on-site service visits.

o Provide technical assistance and escalate complex issues to the appropriate teams.

o Maintain a high level of customer satisfaction by ensuring timely issue resolution.

2. Warranty & Repair Management

o Process and validate warranty claims based on company policy.

o Coordinate with suppliers and service technicians regarding parts replacement and repair procedures.

o Track machine issues and monitor repair timelines to keep clients updated.

3. Documentation & Reporting

o Maintain detailed records of service requests, repairs, and completed maintenance.

o Prepare reports for management on common product issues, customer concerns, and service performance.

o Ensure all customer complaints are properly logged and addressed.

4. Product Training & Client Education

o Provide re-training to clients on machine usage, proper maintenance, and after-care instructions.

o Educate customers on the importance of regular maintenance and best practices to extend product lifespan.

5. Sales Support & Business Growth

o Promote after-sales services such as extended warranties, spare parts, and service packages.

o Work closely with the sales team to ensure a seamless customer experience from purchase to after-sales support.

o Identify upselling opportunities for consumables, accessories, or service plans.

Basic sales skills are needed to effectively identify and present upselling opportunities to clients.

6. Compliance & Corporate Representation

o Ensure all services adhere to company policies, warranty guidelines, and industry regulations.

o Represent the company professionally when interacting with clients, suppliers, and partners.

o Attend company meetings, training, and workshops to stay updated on new products and service protocols.

o Other duties and responsibilities that may arise from time to time and as may be assigned to the employee.