Sales & Service Administration Manager for Medical Device Business
About this position
Responsibilities
Sales Administration:
• Sales order processing in CRM, ensure data entry accuracy
• Coordinate with logistics on deliveries to ensure delivery deadlines can be met
• Work closely with sales administrator to resolve errors in quotations
• Manage demo purchase and loan process according to regional workflow
• Partner with sales team to understand and implement workflow for tender support
• Work closely with Marketing Executive on the CRM hygiene to improve CRM hygiene.
Service Administration:
• Attending to the service hotline & customer requests
• Coordination and communication of tasks with service engineers, managers and customers on Service task scheduling in CRM and innosoft
• Completing service confirmation (installation, PM under contract, warranty, extend warranty, billable, sale support)
• Acknowledging of PO, issue of IOF (Internal Order Form), issue invoice.
• Creating purchase requisition for spare part (PR, follow up delivery status, information on delivery date)
• Spare parts coordination and management
• Raising Fixed Asset requisition via Fixed Asset Form
• Creating Commissioning Certificate
• Managing loan of service tools and parts in the Thailand office, also send the service tools for calibrating.
• Controlling device under inhouse repair
• Creating PR for local purchase.
• Ensure customer satisfaction program (NPS) is well maintained and used, surveys are sent, customer contact details are updated, open surveys are followed up on and that we have adequate returns
• Stand in / back up and support other service administrators during absence and workload fluctuations
Leadership:
• Provide regular report to management for Sales, Orders, and Inventory for each business segment.
• Motivate, support, develop, coach and lead a team of sales & service administrators
• Lead by example and ensure the company values is lived
• Work with business heads and other admin team leaders to standardize and document processes
• driving productivity gains
• On-boarding & training of new comers
• Ensure timeliness and quality of work of the sales and service administrators
• Drive change in workflow improvement & support strategy execution
• Work closely with regional team on pricelist management for both sales and service
Requirements
• Bachelor's Degree or higher in Business, Marketing, or any related fields
• 10 years' experience in customer service, sales and service admin with 5 years experience to deal with Medical Device product
• 5 years' experience in managerial position with subordinate
• Proficiency spoken and written in English
• Growth mindset with can do attitude
• Excellent interpersonal skill, communications skills and negotiation skills
• Dynamic and result oriented personality with good business acumen