CUSTOMER SUPPORT OFFICER – MEDICAL DIVISION

Enquiry and Quotation Management

• Receive, log and triage inbound enquiries from hospitals, county health

departments, NGOs, UN agencies and private facilities.

• Prepare quotations for medical equipment, devices, spares and consumables,

applying the correct pricing structure for institutional, donor-funded and private

• • Obtain pricing, lead times and availability from principals and international

suppliers, factoring in freight, duty and regulatory lead times.

• Track quotation status through to award and record outcomes with reasons.

Order Processing and Fulfilment

• Raise and manage sales orders in Dynamics 365 Business Central through to

delivery, installation and invoicing.

• Coordinate delivery, installation and commissioning dates with facilities and the

biomedical technician team, working around clinical schedules.

• Monitor incoming shipments for imported equipment and keep clients informed

of realistic delivery dates.

• Manage consumables reorder cycles for recurring accounts.

Service Desk and After-Sales Support

• Log breakdown reports and service requests, triaging by clinical urgency, and

dispatch biomedical technicians against contracted response times.

• Maintain preventive maintenance calendars for equipment under service

contract or warranty and schedule visits proactively.

• Coordinate warranty claims, spares orders and returns with principals, tracking

each matter to closure.

• Compile service documentation for clients, including service reports, preventive

maintenance certificates, calibration and safety test records and equipment

condition reports.

Programme and Compliance Support

• Maintain client installed-base records and equipment inventories, including for

donor-funded programmes requiring asset reporting.

• Support the compilation of documentation required by institutional buyers,

including device registration evidence, certificates of origin, manufacturer

authorisations, conformity certificates and warranty statements.

• Assist with reporting obligations on donor and government-funded supply

contracts.

• Coordinate with the regulatory function on Pharmacy and Poisons Board device

registration documentation where required for supply.

Client and Account Support

• Build working relationships with facility biomedical engineers, procurement

officers, matrons and department heads.

• Follow up on service contract renewals, warranty expiries and equipment

replacement cycles.

• Support the Head of Medical Division with account planning for KEMSA, MOH,

county health departments and major private hospital groups.

Tender and Bid Administration

• Monitor tender portals and publications for medical equipment and

consumables opportunities.

• Assemble bid documentation including statutory documents, technical

compliance sheets, catalogues, manufacturer authorisations and bid securities.

• Coordinate submission deadlines and logistics with the tenders function.

• Diploma in Medical Engineering, Biomedical Engineering, Health Systems Management, Business Administration, Supply Chain Management or a related field.
• Biomedical or health sciences background combined with commercial experience, or commercial training combined with demonstrable medical device product knowledge.
• Training in medical device regulation, public procurement or ERP/CRM systems.
• Minimum 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 processes is a strong advantage.
• Experience preparing technical compliance documentation for medical equipment tenders is an advantage.

• If you meet the above qualifications, skills and experience share CV on the employer’s official contact
• Interviews will be carried out on a rolling basis until the position is filled.

Only the shortlisted candidates will be contacted.