Customer Support Officer - Medical Division

About the role

Brites Management Services is recruiting a Customer Support Officer for its Medical Division, based in Ngara. The role runs the customer support function for a client's medical division, managing enquiries, quotations, orders and service coordination for medical equipment, devices and consumables supplied to hospitals, county health departments, donor-funded programmes and private clinics.

Key responsibilities

• Receive, log and triage enquiries from hospitals, county health departments, NGOs, UN agencies and private facilities, and prepare quotations applying the correct pricing structure.
• Track quotation status through to award and record outcomes with reasons.
• Raise and manage sales orders in Dynamics 365 Business Central through to delivery, installation and invoicing, coordinating delivery and commissioning dates with facilities and the biomedical technician team.
• Monitor incoming shipments of imported equipment, manage consumables reorder cycles and coordinate warranty claims, spares orders and returns.
• Log breakdown reports and service requests, dispatch biomedical technicians against contracted response times, maintain preventive maintenance calendars and compile service documentation such as service reports and calibration records.
• Maintain client installed-base records and equipment inventories, including for donor-funded programmes, and support documentation such as device registration evidence, certificates of origin and conformity certificates.
• Build relationships with biomedical engineers, procurement officers, matrons and department heads, follow up on service contract renewals and support account planning for KEMSA, MOH, county health departments and major private hospital groups.
• Monitor tender portals for medical equipment opportunities and assemble bid documentation, coordinating submission deadlines with the tenders function.

Required profile

• Diploma in Medical Engineering, Biomedical Engineering, Health Systems Management, Business Administration, Supply Chain Management or a related field.
• Biomedical or health sciences background with commercial experience, or commercial training with demonstrable medical device product knowledge.
• At least 2 years' experience in customer support, internal sales, technical sales support or order management, preferably in medical equipment, pharmaceutical or healthcare supply.
• Experience with KEMSA, MOH, county health or donor-funded procurement, and experience preparing technical compliance documentation for tenders, are advantages.

Required skills

• Training in medical device regulation, public procurement or ERP/CRM systems.
• Experience with Dynamics 365 Business Central.

The salary is KShs 30,000-50,000. Applications are made by sending a CV to the recruiter, and interviews are held on a rolling basis until the position is filled.