B2B Office Automation Sales Executive – Dubai, UAE

Uae Job Alert; Dubai; On-site; AED 40,000 - 60,000; Full time

Job summary

Uae Job Alert is seeking a Work Controller in Dubai to manage customer service requests and coordinate field support for printers and MFPs. The successful candidate will ensure efficient service delivery and maintain positive customer relationships.

The role requires a Bachelor's degree, 3-5 years of experience in a service coordination role, and expertise in MS Excel, PowerPoint, and Outlook. Strong sales skills and excellent communication abilities are a must.

Qualifications

• 3-5 years of experience in a similar position, ideally in Consumer Electronics or IT industry inventory management.
• Experience in service coordination and sales-related tasks.
• Ability to handle customer needs effectively.

Responsibilities

• Log and manage service delivery requests and supply delivery requests.
• Monitor service level agreements (SLAs) for quick response times.
• Provide phone/email support for customer troubleshooting.
• Prepare and send estimates/quotes for repairs or replacements.
• Update and track the entire lifecycle of service jobs in SAP.
• Ensure timely collections of outstanding payments.

Skills

Sales Skills

Analytical and Problem-Solving Abilities

Customer Handling

Communication Skills

Organizational Skills

Time Management Skills

Business Acumen

Education

Bachelor's Degree

Tools

MS Excel

PowerPoint

Outlook

Job description

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.