Customer Support Officer – Medical Division

Role Overview

The Customer Support Officer – Medical Division supports a Nairobi-based distributor of medical equipment, devices, and healthcare consumables. Day to day, the role keeps the division’s commercial and service operations aligned by handling client requests, producing institutional quotations, managing orders in Dynamics 365 Business Central, and coordinating biomedical service visits. This work matters because hospitals, county health teams, NGOs, UN agencies, and private clinics rely on accurate pricing, dependable delivery timelines, and properly documented equipment maintenance to maintain patient care.

Key Responsibilities

• Receive, sort, and record enquiries from public hospitals, county health offices, NGOs, UN agencies, and private clinics, directing each request to the appropriate internal contact.
• Build quotations for equipment, spare parts, and consumables by collecting pricing, freight costs, and lead times from international suppliers.
• Process and monitor sales orders in Microsoft Dynamics 365 Business Central from confirmation through delivery, installation, and invoicing, while tracking imported shipments and recurring consumable reorders.
• Log equipment failure calls, rank dispatches by clinical urgency, and allocate biomedical engineers within agreed service-level timeframes.
• Schedule preventive maintenance, warranty-aligned calibration, and returns to overseas manufacturers.
• Compile post-service records, including equipment condition reports, safety test results, and calibration certificates for client archives.
• Watch public procurement portals for relevant tenders and assemble bid packages containing statutory documents, technical compliance sheets, manufacturer authorization letters, and bid bonds.
• Maintain installed-equipment and donor asset records in line with Pharmacy and Poisons Board (PPB) guidelines, track contract renewals, warranty expiries, and device end-of-life cycles, and support account planning for KEMSA, Ministry of Health, and major private healthcare networks.

Requirements & Qualifications

• Diploma in Biomedical Engineering, Medical Engineering, Health Systems Management, Supply Chain Management, or Business Administration.
• At least two years of experience in customer support, order management, or internal sales support within medical devices, pharmaceuticals, or healthcare distribution.
• Practical understanding of KEMSA, Ministry of Health, county health, or donor-funded (UN/NGO) procurement processes is highly desirable.
• Hands-on experience with ERP/CRM systems, particularly Microsoft Dynamics 365 Business Central.
• Familiarity with medical device tender documentation.
• Ability to connect biomedical specifications with commercial sales workflows.
• Strong multi-tasking and prioritization skills for balancing urgent clinical breakdown calls with strict tender submission deadlines.
• Clear communication style for working with hospital personnel, suppliers, and regulatory bodies.

What We Offer / Why Join

• Gross monthly salary of KSh 30,000–50,000.
• Full-time, on-site position based in Ngara, Nairobi.
• Reporting line to the Head of Medical Division.
• Hands-on exposure to medical equipment distribution, biomedical service coordination, public-sector tenders, and donor-funded procurement.
• Use of Microsoft Dynamics 365 Business Central as the division’s order and service management platform.