Sales Support - Engineer

Job Purpose

Engineering Support Admin support the biomedical engineering team of the organization. He/She applies policies and procedures, coordination of work processes and outcomes in various areas including installation, testing, commissioning, maintenance and repairs of medical equipment. He/She is also responsible for achieving the highest level of customer satisfaction through the execution of customer management initiatives.

Key Result Areas

Operational Excellence

• Track and update performance objectives, namely: -
• Uptime Achievement ≥ 95%;
• Response Time ≤ 24 hours; and
• Manage tools for controlling, monitoring and measuring KPIs
• Coordinate job requests to ensure efficient and effective resource allocation
• Administer and execute the preventive maintenance plan to increase productivity, decrease waste, improve work execution and reduce unexpected breakdowns and/or failures
• Management of D365FO Installed Base and Contract creation, SPARKS CASE and Work Order
• Spare parts Inventory Planning, purchase requisition (indent request order to IM)
• Administer and prepare customer quotation, follow up for customer purchase order
• Execute the processing of customer service order/purchase order received
• Execute the administration of service orders creation, customer billing, and delivery.
• Compliance to various QMS and regulatory requirement

Productivity & Efficiency in Turnaround Time

• Manage and coordinate the installation, testing, operation, maintenance and repair of medical devices
• Plan and coordinate all pre-delivery and commissioning work
• Execute and/or facilitate all service jobs, including but not limited to warranty, preventive and breakdown, in accordance with established best practices and processes to ensure productivity and efficiency in turnaround time
• Monitor IM spare part purchase order-to-receiving turnaround time

Customer Relationship Management

• Build and maintain relationships with customers, work closely with the customers on all day-to-day operational matters
• Monitor and review customer service standards and key metrics to identify performance gaps
• Execute customer management program(s) including the collection and collation of customer feedback to identify opportunities and areas for improvement
• Handle all customer complaints or queries; escalate unresolved issues to Head of Department and/or management