Warranty Executive (Medical Devices)

Our client who is a leader in the medical devices industry, is looking for a capable Warranty Executive to be responsible for controls processes and technical support related to after-sales service for customers and products.

Responsibilities:

The Warranty Executive (Medical Devices) will:

  • Process distributors’ warranty claims according to Customer Service policy, and ensure validity and timely delivery of the claims
  • Ensure that all returned products and administration are dealt with in accordance with the applicable service manuals and SOPs, either directly or via a third party
  • Provide technical product training to Business Partners, Distributors and employees
  • Maintain training records of respective service staff to ensure high quality of service for Business Partners and Country Service Centres
  • Work with logistics team on inventory management and regular update of maintenance parts and price lists, to ensure sufficient stock to meet demand of the service centres
  • Conduct Customer Service Center audit of distributors and national sales teams and recommend improvements based on guidelines and requirements
  • Manage documentation based on GDPMD standards for Singapore and Malaysia
  • Monthly reporting of service expenses to HQ, and ensure that the expenses do not exceed budget
  • Support the Customer Service Department with regards to technical questions and provide general technical support for customers (internal and external)
  • Troubleshoot problems over phone or email according to service manuals, and report quality issues and customer complaints to the relevant department
  • Report post-market product quality issues to HQ and keep track of results and implementation to inform respective Customer Service teams
  • Be able to understand issues from customers, business partners and regional service teams and offer support to them with win-win resolutions
  • Support the local customer service team on servicing when required

Requirements:

  • Minimum Diploma in Engineering or equivalent
  • At least 2 years of relevant experience in Warranty Administration and Technical Support or Field Engineering
  • Knowledge of GDPMDS will have an advantage, but candidates with experience in other types of electronic products may apply
  • Proficient in English, both written and verbal
  • Strong organization and time management skills

Interested candidates are to submit their resume in MS Word format with current and expected salary, notice period and reason for leaving. We regret that only shortlisted candidates will be notified.

 

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