Position Overview:
Under the guidance of the Technical Support Director, you will be responsible for overseeing and managing the Laboratory Equipment Service Engineers and ensure all customer issues are satisfactorily resolved to maximize customer satisfaction and improve service quality.
Key Responsibilities:
- Develop strategies and plans for optimizing Laboratory equipment repairs, installation and preventive maintenance scheduling to enhance service delivery.
- Monitor and evaluate response times, repairs and efficient adherence to warranty and service contract guidelines.
- Plan post installation application training and validation of installed systems as per sales commitment and customer expectation.
- Plan and implement regular application trainings for existing customers to improve end user proficiency.
- Initiate and follow up communication between sales and application team for seamless supply of reagent and consumable to customers.
- Manage relationships with both Business Partners and Customers, assuming responsibility for seamless customer service experience.
- Act as a Technical resource and Mentor for the team and resolve escalated customer issues and complaints.
- Monitor and analyze customer feedback trends to identify and resolve frequent problems and implement improvement strategies.
- Facilitate Engineers technical trainings and professional development initiatives by providing appropriate support, feedback and coaching.
Preferred Qualifications:
- Bachelor's degree in Biomedical Engineering.
- Proven experience of at least 7 years in Laboratory equipment service field.
- Strong understanding of after-sales/service regulations and best practices in Kuwait.
- Excellent leadership, team management, communication and interpersonal skills.
About Us:
At SUMC, we are committed to providing the best-in-class healthcare products and services in collaboration with our Business Partners. Although we are among the young companies in the medical sector in Kuwait, having a dynamic, strong and experienced Team underlie the radical change and the success which we have created in the market.
For more information about SUMC visit www.sultanunited.com
