You’re an important part of our future. Hopefully, we're also a part of yours! At B. Braun, we protect and improve the health of people worldwide. This is also our vision for sales. Because you recognize potential, hold constructive discussions and are familiar with people and figures, we would like to strengthen our business with you in the long term. In doing so, we promote entrepreneurial spirit, courage, fairness and openness. That’s how we build long-term relationships. That's Sharing Expertise.
B. Braun Vietnam, a subsidiary of B. Braun Melsungen AG Group - one of the world's leading manufacturers of medical devices and pharmaceutical products and services - now operates one of the largest medical complex in Vietnam and has become a prestigious trademark in Vietnam healthcare market. With more than 1,400 employees nationwide, we develop high quality “made in Vietnam” products, especially our infusion solutions, dialysis solutions and plastic medical instruments have widely been used and appreciated in international and domestic markets. Every service provided by B. Braun Vietnam incorporates the entirety of our knowledge and skills, the company's deep understanding of users' needs and extensive expertise.
Our mission is to PROTECT and IMPROVE the health of people around the world. Let’s become a part of the B. Braun family and share your expertise.
Job Purpose
This is a key marketing role in Hospital Care team, responsible for IVC, IVS and IC portfolios. The Product Manager will involve in multitude of activities including developing robust strategic marketing plan, leading implementation of marketing activities, collaborating with Sales forces and cross-functional teams to drive portfolio performance in Vietnam market, achieve business targets and optimize product portfolios.

1. Job Function:

The incumbent will be responsible for providing first line customer service regarding queries for technical support, maintenance, and repair services for all B.Braun Vietnam machines and systems. This role requires good competency in technical related expertise, operational process handling, communication skills, and the ability to work independently.

2. Key Responsibilities:

The jon holder will oversee both hard and soft document control and provide administrate support to the Technical Team, from initial enquiry, through the processing of checking enquiries, job allocation to service completion. The role will liaise with other teams such as Finance, CSR, Sales to ensure our customers receive great service each and every time. The role also includes the administration of warranty claims and report writing.

1. Act as the main point of contact for customers regarding after-sales services:

• Provide day to day customer service support and administrative duties in Technical Service team. Address day-to-day questions regarding visits, parts, and service quality.
• Be main person in charge of handling queries from customers via multiple communication channels such as telephone, email, chat app and other CRM tools.
• On-time key in and process the queries in the system, log and allocate all jobs to engineers to ensure service delivery quality.
• Keep customers updated of planned and emergency visits.
• Liaise with external partners to process quotation for spare parts request from customers and/or Technical Service Team.
• Coordinate and follow up delivery of requested spare parts to customers and/or Technical Service Team.
• Maintain close communication & coordination with customers and internal Sales & Marketing department to ensure service issues are handled and closed promptly.

2. Support internal team for operations and reports:

• Ensure all work orders and customer information is accurately processed through the systems for ease of reporting and follow-up.
• Process technical service request, updating work order status in CRM system, scheduling future work cases for engineers, based on the information from both internal and external parties.
• Be in charge of managing, controlling, handling issuance and refilling of spare part consignment stock.
• Submit and follow up on closure of warranty claims to manufacturers and/or Centers of Excellence.
• Monitor, analyze Technical Service performance from Technical Service team. Consult with Technical Service Manager on optimizing service-related processes and work allocation to deliver the best possible services.
• Prepare periodic and ad-hoc reports as required.

3. Other duties and responsibilities as and when assigned by immediate superior and/or management.

3. Skills and qualifications required.

• Bachelor's degree in Biomedical, Biotechnology, Technical Engineering or related fields.
• Able to manage customer expectation diplomatically. Good communication with a customer-centric approach.
• Professional English competency.
• Strong technical, analytic and problem-solving skills.
• Capable of handling various communication channel on a daily basis, while consistently resolving issues.
• Ability to work independently and as part of a team.
• Proficiency in using diagnostic tools, software and equivalents.
• Ability to work in diverse environments.
• Commitment to continuous learning and development.

Become part of a corporate culture that actively promotes constructive exchanges between colleagues, customers and partners. Work with us to improve people's lives in the long term. We can offer you interesting, varied tasks and excellent opportunities for advancement, as well as an attractive salary with extensive benefits, all within a dynamic family-owned company.