Job Description

Responsibilities:

Service Operations

• You will oversee post-sales service activities, monitor daily operations, and ensure timely resolution of service issues.
• You will maintain accurate equipment records, conduct audits, and track scheduled maintenance plans.
• You will identify process gaps, propose practical improvements, and support implementation with the team.

Customer & Stakeholder Management

• You will be the main contact for customer inquiries, escalations, and complaints, ensuring clear and prompt responses.
• You will manage the subscription lifecycle for new accounts, renewals, and terminations while coordinating with invoicing and Finance.
• You will collaborate closely with Lab, Sales, Technical Support, and Finance to keep operations aligned and escalate issues when needed.

Team Leadership & Reporting

• You will guide and supervise team members, monitor performance and compliance, and support development where needed.
• You will prepare service contracts, assist with billing tasks, and compile operational and KPI reports.
• You will act as deputy to the Manager and take ownership of day-to-day decisions when required.

Job Requirements

Qualifications & Experience

• Hold a minimum degree in Business Administration or a related field.
• Have 2 to 4 years of experience in service commercial or similar post-sales/service operations roles.
• You are computer literate in MS Office and comfortable preparing basic reports and service documentation.
• Experience handling service contracts, renewals, subscription administration, and coordinating invoicing.
• Communicate clearly in writing and verbally, and can coordinate across departments, branch offices, and external vendors.
• Manage time well, prioritise tasks, and meet deadlines in a fast-paced, high-pressure environment.

Skills