|
JOB TITLE |
CUSTOMER SUPPORT OFFICER – MEDICAL DIVISION |
| NATURE OF JOB | FULL TIME |
| INDUSTRY | |
| SALARY | KSHS. 30,000-50,000 |
| JOB LOCATION | NGARA |
JOB SUMMARY
To run the customer support function for our client’s Medical Division by managing enquiries, quotations, orders and service coordination for medical equipment, devices and consumables supplied to hospitals, county health departments, donor-funded programmes and private clinics.
DUTIES AND RESPONSIBILITIES
Enquiry and Quotation Management
- Receive, log and triage inbound enquiries from hospitals, county health
departments, NGOs, UN agencies and private facilities.
- Prepare quotations for medical equipment, devices, spares and consumables,
applying the correct pricing structure for institutional, donor-funded and private
- Obtain pricing, lead times and availability from principals and international
suppliers, factoring in freight, duty and regulatory lead times.
- Track quotation status through to award and record outcomes with reasons.
Order Processing and Fulfilment
- Raise and manage sales orders in Dynamics 365 Business Central through to
delivery, installation and invoicing.
- Coordinate delivery, installation and commissioning dates with facilities and the
biomedical technician team, working around clinical schedules.
- Monitor incoming shipments for imported equipment and keep clients informed
of realistic delivery dates.
- Manage consumables reorder cycles for recurring accounts.
Service Desk and After-Sales Support
- Log breakdown reports and service requests, triaging by clinical urgency, and
dispatch biomedical technicians against contracted response times.
- Maintain preventive maintenance calendars for equipment under service
contract or warranty and schedule visits proactively.
- Coordinate warranty claims, spares orders and returns with principals, tracking
each matter to closure.
- Compile service documentation for clients, including service reports, preventive
maintenance certificates, calibration and safety test records and equipment
condition reports.
Programme and Compliance Support
- Maintain client installed-base records and equipment inventories, including for
donor-funded programmes requiring asset reporting.
- Support the compilation of documentation required by institutional buyers,
including device registration evidence, certificates of origin, manufacturer
authorisations, conformity certificates and warranty statements.
- Assist with reporting obligations on donor and government-funded supply
contracts.
- Coordinate with the regulatory function on Pharmacy and Poisons Board device
registration documentation where required for supply.
Client and Account Support
- Build working relationships with facility biomedical engineers, procurement
officers, matrons and department heads.
- Follow up on service contract renewals, warranty expiries and equipment
replacement cycles.
- Support the Head of Medical Division with account planning for KEMSA, MOH,
county health departments and major private hospital groups.
Tender and Bid Administration
- Monitor tender portals and publications for medical equipment and
consumables opportunities.
- Assemble bid documentation including statutory documents, technical
compliance sheets, catalogues, manufacturer authorisations and bid securities.
- Coordinate submission deadlines and logistics with the tenders function.
KEY REQUIREMENT SKILLS AND QUALIFICATION
- Diploma in Medical Engineering, Biomedical Engineering, Health Systems Management, Business Administration, Supply Chain Management or a related field.
- Biomedical or health sciences background combined with commercial experience, or commercial training combined with demonstrable medical device product knowledge.
- Training in medical device regulation, public procurement or ERP/CRM systems.
- Minimum 2 years’ experience in customer support, internal sales, technical sales support or order management, preferably in medical equipment, pharmaceutical or healthcare supply.
- Experience with KEMSA, MOH, county health or donor-funded procurement processes is a strong advantage.
- Experience preparing technical compliance documentation for medical equipment tenders is an advantage.
HOW TO APPLY
- If you meet the above qualifications, skills and experience share CV on recruitment@britesmanagement.com
- Interviews will be carried out on a rolling basis until the position is filled.
Only the shortlisted candidates will be contacted.
