B2B Office Automation Sales Executive – Dubai, UAE

Role Overview:

We seek a Work Controller with expertise in the technical and commercial aspects of Brand and MFP (Multi-Functional Printer) products. The successful candidate will manage customer service requests, coordinate field support, and ensure efficient service delivery for printers and MFPs.

Key Responsibilities:

1. Job & Customer Request Management:

• Log and manage service delivery requests and supply delivery requests.
• Monitor service level agreements (SLAs), ensuring minimal call abandonment and quick response times (2–4 hours).
• Allocate jobs based on geographical routing to maximize technician productivity.
• Plan and schedule Preventive Maintenance (PM) based on AMC terms and printer/MFP usage.

1. First-Line Support (FLS):

• Provided phone/email support for customer issues related to product features (printing, scanning, faxing) and troubleshot solutions.
• Utilize technical resources (portals/databases) to resolve customer queries effectively.
• Customer Relationship Management:
• Build positive customer relationships, ensure high customer satisfaction, and facilitate service referrals for new machines.
• Work closely with supervisors, managers, and field teams to provide real-time, dynamic service support.

1. Estimates & Spare Parts:

• Prepare and send estimates/quotes for repairs or replacements based on spare parts and service requirements.
• Follow up with customers for approval of estimates.
• Job Tracking & Reporting:
• Update and track the entire lifecycle of service jobs in SAP (notifications, service orders, spare parts, job updates, and invoicing).
• Coordinate with stores for parts and units and writers for scheduled deliveries.
• Generate MIS reports to track key performance indicators (KPIs).

1. Customer Follow-up & Scheduling:

• Follow up with technicians and customers to confirm field appointments and ensure timely service delivery.
• Address any schedule changes or issues promptly and update customers accordingly.
• Ensure that feedback is collected and customer complaints are minimized.

1. Payment Follow-up:

• Follow up with customers for outstanding payments, ensuring timely collections.

1. Administrative Duties:

• Maintain accurate filing of all relevant service-related documents.
• Make a minimum of 15 customer calls weekly and submit reports every Saturday.

Required Skills:

• Strong Sales Skills and the ability to understand customer needs.
• Excellent Analytical and Problem-Solving Abilities.
• Proficient in customer handling and has effective communication and interpersonal skills.
• Organizational and Time Management skills to manage multiple tasks efficiently.
• Good Business Acumen and market understanding.

Qualifications:

• Education: Bachelor’s Degree with experience in a similar sales or service coordination role.
• Experience: 3-5 years in a similar position, ideally in Consumer Electronics or IT industry inventory management.
• Technical Skills: Proficiency in MS Excel, PowerPoint, and Outlook.