Requirements
Bachelor’s degree in Biomedical, Mechanical, Electrical, or Mechatronics Engineering.3-7 years of experience in After-Sales, Service Coordination, Technical Coordination, or a similar role.Previous experience in medical equipment / medical devices is highly preferred.Good command of English, both written and spoken.Good knowledge of Microsoft Office and Excel.Experience with ERP systems is a plus.Strong follow-up, coordination, and organizational skills.Excellent communication and customer-handling skills.Ability to coordinate effectively with multiple departments and manage several cases simultaneously
Description
Job SummaryWe are looking for an After Sales Service Coordinator to manage and coordinate the post-sales service cycle for medical equipment. The role will act as the main coordination point between customers, Sales, Maintenance Engineers, Warehouse, Procurement, and other relevant departments to ensure timely resolution of service requests and customer satisfaction.Key ResponsibilitiesCoordinate and follow up on after-sales service requests from customers until resolution.Receive and register customer complaints and service requests, ensuring proper follow-up and timely closure.Coordinate with Maintenance Engineers to schedule site visits, installations, inspections, and maintenance activities.Follow up with Maintenance Engineers on the status of technical cases and ensure all pending issues are properly addressed.Coordinate with Warehouse and Procurement regarding spare parts, equipment availability, and required materials.Monitor and follow up on Maintenance Engineers’ weekly and monthly KRAs through Odoo, ensuring timely updates and accurate performance tracking.Monitor Maintenance Engineers’ adherence to the Weekly Plan, ensuring any changes or schedule updates are promptly reflected and updated on ERP.Track Preventive Maintenance schedules, ensuring all activities are completed and documented on time.Follow up on the availability and delivery of spare parts required for maintenance and service activities.Coordinate with Sales and relevant departments regarding customer requirements, delivery, installation, and post-sales support.Maintain accurate records of service requests, customer complaints, maintenance activities, spare parts, and case status.Follow up on warranty and maintenance-related cases and ensure proper documentation.Prepare regular reports covering open service cases, completed activities, pending issues, spare parts, and customer complaints.Identify delays or pending actions and escalate issues to the relevant manager when required.Maintain and update all relevant information on the ERP system.