Purpose of Role- To support local customers in terms of installation, Training, User Maintenance, handling complaints and queries, service contract & administration work.
Provide technical assistance, troubleshooting and training to existing and potential users of Sysmex products and to distribution partners in the region.
Work closely with local team, corporate team and representatives of distributors to expand business prospects.
Ensure Service Contract revenue target is received.
Handle and close all issues and maintain related database timely.
Ensure Customer Service report is up to date.
Assume additional related responsibilities and project as required by the Supervisor.
Key Result Areas:
Foster working relationships between Sysmex India and Distributors.
Conduct technical training of products to ensure distributors are properly trained to provide good support and customer service to customers.
Develop and implement best practices and policies to deliver effective services to distributors.
Provide support and expert assistance to distributors as a primary contact for troubleshooting and resolving technical issues.
Sales & Marketing
Implement sales & marketing strategies developed by the management as may be necessary
Maintain good client relations with key accounts
Perform market research in areas of competition, prospective clients and potential for new business.
Conducts technical training to all representatives of distributors and also to end users, as deemed necessary.
Educate & train not only distributor’s personnel but also laboratory professionals from time to time.
Handles customer complaints and implements corrective/preventive actions in a professional and timely manner
Communicates with Sysmex Asia Pacific Pte Ltd regarding product improvements and modifications.
Develops and maintains good communication and working relationship with Sysmex and distributor team
Ensures that company’s commitment to customer satisfaction is maintained and constantly improved
Suggests and implements plan of actions that will add value to the team’s performance.
Infrastructure & Business Processes:
Identify and implement initiatives to continuous improve processes and systems within the Business unit.
Initiate actions to prevent reoccurrence of faults through analysis, distributor education and training.
Use effective planning techniques to minimize business risk, cost and disruption.
Building and Maintaining Relationships:
Establish relationships with key thought leaders in the field.