Job Description & Requirements
Our client is a leading multinational organization in the healthcare and diagnostics industry, dedicated to advancing patient care through innovative technologies and solutions. With a global presence, the company supports healthcare professionals and laboratories in delivering accurate and timely diagnostic results that improve lives.
As part of a collaborative and customer-focused team, you will contribute to delivering exceptional service support and operational excellence in a dynamic environment.
Position Overview
The Customer Service Support Executive is responsible for providing administrative and operational support for service-related activities across multiple business units. This role serves as a key point of contact for customers and internal stakeholders, ensuring service requests are accurately logged, tracked, and resolved in a timely manner.
The successful candidate will also support field service operations, inventory management, warranty processing, and invoicing activities to ensure smooth day-to-day service delivery.
Key Responsibilities
- Create, maintain, and update service cases and installed base records in ERP and CRM systems.
- Coordinate service requests and facilitate field service engineer scheduling and dispatch.
- Process warranty claims and returns (RMA) for distributors, channel partners, and direct customers.
- Support inventory management activities, including stock withdrawals, stock counts, replenishment, shipment coordination, and spare parts tracking.
- Assist with invoicing activities, invoice consolidation, accounts receivable clarifications, and document submissions through customer payment portals.
- Maintain accurate service records and documentation.
- Respond to customer enquiries and complaints professionally and efficiently.
- Collaborate closely with service, operations, finance, and commercial teams to support business objectives.
- Perform other administrative and operational duties as assigned.
Requirements
- Diploma, Higher NITEC, NITEC, or equivalent qualification.
- Minimum 5 years of relevant experience in customer service, service coordination, order management, or customer support functions.
- Experience in healthcare, medical devices, diagnostics, life sciences, engineering services, or related industries.
- Familiarity with inventory management and service operations processes.
- Experience handling invoicing, warranty administration, or after-sales support activities.
- Experience working in a fast-paced operational environment.
- Proficiency in Microsoft Office applications, particularly Excel, Word, and Outlook.
- Experience using ERP and CRM systems (e.g., SAP, Salesforce) is advantageous.
- Strong customer service orientation with excellent interpersonal skills.
- Ability to manage multiple priorities and work independently with minimal supervision.
- Strong written and verbal communication skills.
- Meticulous, organised, and detail-oriented.
- Team player with the ability to collaborate effectively across functions.