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Job Description
| FUNCTIONS AND RESPONSIBILITIES |
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| Macro Process | Sub-process / Focus Area | Specific Responsibilities |
| 1. Business Support | SO Order | - Create SO order in ERP system. - Follow-up the SO order status, including shipping status, registration status, customer payment status etc. - Modify the SO order in ERP, reconfirm with distributors about the updated SO and finish signature on SO - Create DN1 & DN2, inform logistics with DN PDF file to arrange shipment and complete the PGI in ERP system. |
| Invoice Creation | - Create Invoice of PoD complete DNs. | |
| Warranty contract | - Create SO for warranty extensions. | |
| Report and Dashboard | - Creation and update of service dashboard for Forecast Review and Pending ISTO. | |
| 2. Spare Parts Support | ISTO | - Creation of ISTO material request to HQ. - Follow up the ISTO delivery status until goods receipt. |
| Inventory check | - According to Finance requirements to perform stock taking activity twice per year. - Safety stock checking and request. Follow-up upon HQ's Replenishment Plan. - Weekly stock report. |
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| CRM order | - Review CRM Breakdown order, help to apply parts & change order status. - Follow up the CRM parts delivery status, update the status to distributors. - Maintain service engineer information in ERP, including country assignment and stock details. - Regularly monitor CRM delivery note creation and posting logs. |
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| DHL waybill creation | - Waybill creation for FSE request spare parts to be shipped from Mexico´s office. | |
| Return material to warehouse | - Returned spare parts handling: Follow up on returned old and new spare parts from CRM service orders, complete goods receipt for new spare parts, and coordinate local scrapping of obsolete parts. | |
| Aging inventory management | - Regularly review aging spare parts inventory with the service team and follow up on the scrapping process. | |
| 3. DEMO Support | DEMO equipments | - Receive and provide DEMO equipments at Mexico's office. |
| 4. Service Fixed Assets support | Fixed Assets Management and Follow Up | - Conduct local sourcing in line with the fixed asset budget and complete the purchasing process, while following up on fixed asset management status. - Manage all movements of service fixed assets. - Complete service fixed asset stocktaking in accordance with Finance requirements. |
| 5. Service Team Support |
Support Service Process Optimization | - Work with the service team to improve local service processes and support the investigation, testing, training, and rollout of service IT platforms. |
| Administrative Support | - Provide on-site support for service training activities. | |
| Organize and Support Service Meetings | - Follow up on urgent and important matters. | |
| Service Report Support | - Prepare regular data analysis reports based on the service manager’s requirements. |
| JOB PROFILE AND COMPETENCY MATRIX | |||
| 1. PROFILE REQUIREMENTS | |||
| Factor | Required Qualifications and Detailed Specifications | ||
| Educational Background | Bachelor's degree or above in Business Administration, Industrial Engineering, Biomedical Engineering and related disciplines. | ||
| Minimum Experience | Minimum five (5) years of full-time demonstratable experience in dispatch and follow up of operations/logistics matters; familiar with service process and customer relationship maintenance; familiar and savyy with SAP or CRM operation. | ||
| Availability and Rotation | Willing to take job rotation within the operations department if the business requires it. | ||
| Attitudinal Focus | Strong capability to learn, proactive initiative, and continuously self-updating in line with business development. Result-oriented and proactive in standardizing and implementing company policy. | ||
| Technical Knowledge | • Spare Parts Orders' Management and Follow-Up. • Spare Parts Stock Management. • Proficiency in Excel and SAP. • Business Intelligence Tracking Tools. |
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| Languages | Advanced English level. | ||
| 2. CONSOLIDATED STRATEGIC COMPETENCIES | |||
| Competency Pillar | Expected Behavior Description for the Role | ||
| Operational Excellence and Result Orientation | Sets effective goals, logically prioritizes multiple work fronts, and reacts agilely to incidents. Focuses management on strict compliance with operational indicators, maximizing the allocated resources. | ||
| Cross-functional Leadership and Collaboration | Acts as a strategic partner (Business Partner), actively collaborating with Operations, Service and Finance to eliminate operational silos. Provide accurate information to every single stakeholder. | ||
| Effective Corporate Communication | Interacts fluently and respectfully. Conveys information in a structured manner, adapting language for both the local team and managerial reports to HQ. |