Company overview: Our client is a multinational company in the business of distributing ophthalmic devices in Malaysia.
Key Responsibilities:

• Customer Support: Take full ownership of post-sales complaints and inquiries, providing timely and effective resolutions.
• Repair Management: Work on repairing faulty instruments and collaborating with product specialist department for any technical inquiries.
• Documentation: Maintain a detailed log of customer queries and complaints to build a reusable database for future reference.

Team Leadership:

• Systematic Approach: Adhere to our job dispatching and assignment system (Service Max) to streamline operations and minimize errors.
• Training & Development: Mentor team members to become proficient repair specialists and documenting step-by-step repair procedures for easy replication.
• Standard Operating Procedures: Develop, update, and ensure adherence to detailed SOPs, fostering a robust support system within the team.
• Communication: Foster open communication within the team and across departments, addressing conflicts amicably before they escalate.

Skill Development:

• Self-study with repair manual and receive repair trainings to get familiarized with repair of multiple products. (acquire certification if needed)

Education & experience:

• Diploma degree or higher (With majors in biomedical engineering or electrical engineering preferred)
• Minimum 8 years related experience in the ophthalmic medical device service or repair

Job Type: Full-time
Schedule:

• Monday to Friday