Sales & Service Ops Specialist (Medical Technology)

Sales Operation

• Perform sales order processing in CRM including preparing of sales contract documents and tender submission

• Maintain shared folder to record all sales related documents.

• Coordinate with logistics on deliveries to ensure delivery deadlines can be met

• Support sales team to ensure smooth operations for pre-installation (shipment arrival, documents preparation, functional check)

• Work closely with logistics team to purchase new tools, calibration tools and loan process as well as quality control, sales, service team to assist recall project for product and spare parts

• Work with logistics on return of defective goods or exchange

• Work with finance team in write-off process

Service Operation

• Handle incoming customer enquires via service hotline and dispatching jobs to Service Engineers

• Daily service order processing in CRM, Mobile X, ensure data entry accuracy

• Ensure preventive maintenance order list is well prepared weekly

• Ensure service quotations, contracts are well managed

• Maintain new installation ibase in system.

• Maintain NPS survey sending in/out on time.

• Maintain Utilization monthly report for Service Engineers

• Coordinate with Service Engineers and other business support function for post installation operation (ibase entry and invoicing)

• Ensure all local demo loan are updated in system

• Ensure all spare part inventory are well tracked and tools inventory are calibrated on time

Marketing Support

• Support commercial team on end-to-end execution of marketing event and activities, not restricted to budgeting, activities planning, equipment planning, venue and etc.

• Manage and control marketing budget utilization and systematically track and record expenses.

• Drive lead generating initiatives during events and tradeshows and event, ensure leads are captured for all major events and are followed up timely.

• Ensure all artwork and materials are according to the brand guidelines and corporate processes

• Ensure all activities follows the marketing events SOP and compliance guideline closely

Training

• Conduct CRM and CPQ training/refresher course to the Sales Team whenever necessary

• Conduct CRM and Mobile X training/refresher course to the Service Engineers when necessary

• Keep updated on the new features of CRM

• Act as the 1st level key user for CRM and adapt the new features to daily task

Education / Professional Certification

• Degree in Business Administration, Marketing, Supply Chain or any related fields

Experience

• 5 years working experience with minimum 2 years’ experience in handling administration, order processing and customer service
• Experience in the medical technology industry is highly preferred

Knowledge / Skills / Other characteristics

• Basic knowledge of logistics
• Excellent interpersonal and communication skills
• Pleasant personality and proactive mindset
• Good team player and able to multitask under tight timelines
• Proficiency in Microsoft Office (Word, Excel, Powerpoint)
• Good command of spoken & written English
• Good time management to handle tight deadline
• Able to identify issues and work with stakeholders to resolve
• Able to manage the demo and inventory
• Good housekeeping of documents in share folder

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