Job Summary
This position is responsible for end-to-end sales and tender management for Recon & DTS (Digital and Technology Solutions) in contract negotiations, sales and clinical support for Surgical, Bone Cement and Patient Care, and providing after-sales service management.
The role leads the execution of all tendering activities while ensuring comprehensive product support through clinical assistance, training, after-sales service coordination and inventory management. Beyond tender management, the position provides hands-on clinical support and manages all aspects of post-sale customer support, including troubleshooting, coordinating maintenance and repair services. The role also manages price negotiations and contract terms and maintains relationships with key stakeholders throughout the product lifecycle.
The position requires commercial acumen and technical expertise to ensure successful product implementation and customer satisfaction throughout the product journey. The role involves direct interaction with healthcare professionals, internal stakeholders, and service providers to maintain high standards of product support and service delivery standards.
Principal Duties & Responsibilities
Tender Monitoring & Submission
- Monitor and identify new tender opportunities across all relevant platforms and sources
- Lead the planning, organising, and execution of tender submission bids
- Coordinate with internal stakeholders (sales, marketing, finance) to prepare comprehensive tender responses and coordinate with legal & compliance for contract reviews
- Manage contract lifecycle from award to completion in compliance with procurement standards, ensuring all tender submissions meet requirements and deadlines.
- Maintain comprehensive documentation for audit purposes.
- Track and report tender performance metrics
After Sales Service Management
- Lead the coordination of all after-sales support activities
- Manage troubleshooting processes for product-related issues & coordinate repair services and track resolution status
- Analyze service trends to identify improvement opportunities, oversee preventive maintenance scheduling and execution, maintain service records and documentation
- Manage service contracts and warranties with liaison with technical support teams/ 3rd party’s vendor and service providers to ensure compliance with service level agreements (SLAs)
Clinical Support & Case Coverage
- Provide technical guidance and product support to ensure proper usage during surgical procedures
- Conduct product demonstrations in clinical settings and tender process.
- Ensure proper product usage and safety in compliance during usage
- Support emergency cases as needed and coordinate emergency technical support
Training & Education
- Develop and deliver product training programs for healthcare professionals & conduct in-service training sessions for hospital staff
- Create and maintain training materials and documentation, educate internal teams on product features and benefits
- Keep stakeholders updated on new product developments and techniques
Pricing & Contract Negotiation
- Lead price negotiations with customers for both tender and direct purchase opportunities
- Develop pricing strategies in collaboration with business unit leaders
- Ensure all pricing agreements are properly documented and implemented in systems
Technical Support & Inventory Management
- Coordinate with manufacturers for technical, repair and maintenance issues
- Provide technical consultation for customer inquiries
- Coordinate with logistics for parts delivery, manage inventory by coordinating and work with the Material Planner to forecast spare parts demand based on equipment lifecycle and usage patterns
- Generate sales reports on the trending, turnover, and stock-outs
- Monitor product performance and submit investigations of product issues (PER)
Contract Administration & Stakeholder Management
- Oversee contract lifecycle management from award to completion
- Monitor contract compliance and deliverables
- Maintain contract database and ensure timely renewals
- Build and maintain relationships with key procurement contacts
- Serve as a primary contact point for all Surgical, Bone Cement and Patient Care product-related queries.
This is not an exhaustive list of duties or functions and may not necessarily comprise all of the "essential functions".
Expected Areas of Competence
- Strong knowledge of tender processes, procedures, and medical device regulations are preferred.
- Strategic approach to market analysis and healthcare procurement with negotiation skills for contracts, tenders, and pricing
- Good selling and interpersonal skills plus a pleasant personality
- Strong focus to drive sales
- Excellent customer service, desire to acquire knowledge and drive to succeed
- General surgical/orthopedics knowledge
- Desire to lead changes and create new opportunities
Education / Experience Requirements
- Degree or Diploma in Life Science/Science, Nursing or business/marketing
- Minimum 5 years sales experience in the Orthopedic Implant sales to hospitals.
- Experience in nursing (operating theatre) is a bonus
Travel Requirements
- On-call availability for emergency support
- Occasional overseas travel for training or tender presentations
- Flexibility for case coverage and technical support
