Job Title: After Sales Support Executive
Location: Singapore
Employment Type: Full-Time
Department: After Sales Department
Reports To: Head of After Sales
Salary Range: $3,500 to $4,000 Monthly
Job Highlights:
- Be part of a global leading wellness brand, Technogym, that powers Olympic athletes and is trusted by luxury gyms, health clubs, and elite sports teams worldwide.
- Be part of a high performing team that challenges individual growth while continuously innovating in the fitness and wellness industry.
- Access Technogym world-class fitness equipment for personal training as part of our staff benefits.
About the Company
SE Active is the exclusive partner for Technogym in Singapore & Malaysia, managing everything from equipment sales to after-sales services and warranty protection. SE Active aims to be the market leader in offering total wellness solutions in both countries, with a customer-first approach to meet fitness and wellness needs. The company's focus is on growing the brand's presence and anchoring market dominance while providing the Technogym experience by embodying its core values.
About Technogym
For more than 40 years, we at Technogym have been helping people live healthier and happier lives. If 50 million people in the world train on our equipment every day, it’s not just a matter of chance. We are the global experts of wellness, be it for fitness, health, or sports. Reaching over 100 countries in the world, Technogym has brought wellness through movement to thousands of locations around the world. Technogym produces top-notch fitness equipment found in luxury property gyms and has been the Official Supplier of the Olympic Games for nine consecutive editions, from Sydney 2000 to Paris 2024, supporting Olympic athletes in their quest for excellence.
Job Overview:
We are looking for an After Sales Support Executive to fill a critical role in ensuring customer satisfaction and operational efficiency by managing technical schedules of our field engineers, spare parts, and customer support processes. This position requires a proactive individual who can handle a variety of responsibilities, from coordinating field engineers and maintaining service contracts to resolving customer issues and managing logistics. The ideal candidate is highly organized, customer-focused, and possesses strong negotiation and relationship-building skills. If you're passionate about technology, fitness, and providing outstanding customer service, we would love to hear from you!
Responsibilities:
Team Scheduling & Resource Management
- Lead and manage forecasting and planning of the technical team’s schedules for installations, maintenance, repairs, troubleshooting, and other after-sales processes.
- Ensure the technical team’s schedules are efficient and adequately resourced.
Spare Parts Management
- Oversee requirements for spare parts and tool purchases.
- Submit warranty queries for spare parts to Technogym prior to customer replacements.
- Prepare monthly warranty claim reports and ensure accurate submission to Technogym.
- Arrange the shipment of faulty electronic parts to Technogym via FedEx for warranty approvals and refunds.
Customer Engagement & Service Excellence
- Manage client opportunities through all stages: client communication, proposal submission, contract negotiation, and maintaining accurate records in real-time.
- Ensure high levels of customer retention for existing service contracts.
- Guarantee timely and thorough resolution of client-reported issues via telephone, email, or other support channels.
- Schedule on-site visits for field engineers, including third-party service providers as necessary.
- Provide professional, high-standard support to guarantee customer satisfaction (e.g., first-time fix rates, responsiveness).
Quotations & Contract Management
- Prepare and send quotations to customers.
- Manage customer inquiries and ensure professional handling of support requests.
Logistics & Inventory Management
- Coordinate deliveries of equipment and accessories from the logistics warehouse.
- Manage spare parts inventory and ensure proper tracking and labelling of spare parts packages.
- Source local suppliers for non-Technogym parts, including upholstery shops, cable fabrications, and other specialized needs.
General Support
- Perform other ad-hoc duties and provide office support as required by the company.
Requirements:
- 3–4 years of relevant working experience.
- Some background in telesales is preferred.
- Experience in handling contracts, preparing quotations, and negotiation.
- Strong customer-oriented mindset with excellent problem-solving skills.
- Ability to work well with diverse personalities, including challenging clients.
- Exceptional negotiation and relationship-building skills.
- Highly organized, detail-oriented, and capable of multitasking effectively.
Alignment with our Core Values:
- Refinement: Living in curiosity to drive excellence and improve processes.
- Behaviours: Curiosity and Process Driven.
- Respect: Respecting others and oneself, with humility in approach.
- Behaviours: Humility and Self-Worth.
- Reliability: Actions following sincere commitments, accountable for words and actions.
- Behaviours: Sincerity and Accountability.
- Relentlessness: Challenging what’s possible, thriving despite challenges.
- Behaviours: Possibility & Resilience.
- Resourcefulness: Being creative and proactive in adding value.
- Behaviours: Proactiveness & Creativeness.
