After-sales Service

Topcon Healthcare sees eye health differently. Our vision is to empower providers with smart and efficient technologies for enhanced patient care. Keeping pace with the ever-changing landscape of the healthcare industry, we offer the latest integrated solutions including advanced multimodal imaging, vendor-neutral data management and groundbreaking remote diagnostic technology. By investing in value-driven innovations, Topcon works to enable people to enjoy good health and a high quality of life.

**Topcon Europe Medical B.V.** is the EMEA headquarters and located in Capelle aan de Ijssel,

English & French version

We are looking for an **After-Sales Service (SAV) Sales Administration Assistant** who is responsible for handling customer requests, the administrative processing of service interventions, and issuing related invoices. This role acts as a key link between customers, after-sales technicians, and, in some cases, the sales team, ensuring smooth and efficient service delivery.

**What you will do**

**After-Sales Incoming call**:

- Receive and handle incoming customer calls related to technical issues or support requests.
- Clearly identify the issue to create a case in the after-sales management system.
- Monitor the progress of cases until resolution by the technicians.
- Provide customers with updates on the status of their service interventions.

**Quotation Entry and Follow-up**:

- Prepare quotations based on the information provided by technicians following their diagnostics.
- Send quotations to customers for approval.
- Monitor and ensure the validity of quotations, following up with customers when necessary.

**Follow-up of After-Sales Interventions and Orders**:

- Place orders for spare parts required for service interventions, monitor supply progress, and inform customers accordingly.
- Track the progress of interventions and orders until completion.
- Monitor the arrival of spare parts and communicate with technicians to ensure timely interventions.

**Invoicing and Administrative Follow-up**:

- Issue invoices related to after-sales interventions and spare parts.
- Verify the accuracy of all information before sending invoices to customers.
- Update customer masterdata and ensure full traceability of interventions and invoices.
- Maintain and update customer databases to ensure accurate tracking of equipment within customer fleets.

**L’assistant ADV SAV**assure le suivi des demandes clients, le traitement administratif des interventions et la facturation liée au SAV. Il fait le lien entre les clients, les techniciens SAV et les équipes commerciales dans certains cas afin de garantir un service fluide et efficace.

**Gestion des appels SAV**:

- Réceptionner et traiter les appels entrants des clients concernant des problèmes techniques ou demandes d’assistance.
- Identifier clairement le problème afin de créer un « case » dans le système de gestion SAV.
- Suivre l’évolution des « cases » jusqu’à la résolution par les techniciens.
- Fournir aux clients des informations sur l’avancement des interventions.

**Saisie des offres SAV**:

- Préparer les devis selon les indications fournies par les techniciens après diagnostic.
- Envoyer les devis aux clients pour validation.
- Assurer le suivi des devis, s’assurer de leur validité et relancer les clients si nécessaire.

**Suivi des interventions et commandes SAV**:

- Passer les commandes de pièces détachées nécessaires à la réalisation des interventions, suivre les approvisionnements, informer le client.
- Suivre l’état d’avancement des interventions et des commandes jusqu’à leur clôture.
- Suivre l’arrivée des pièces détachées, communiquer aux techniciens afin de réaliser les interventions dans les meilleurs délais.

**Facturation et suivi administratif**:

- Établir les factures liées aux interventions et aux pièces SAV.
- Vérifier l’exactitude des informations avant envoi aux clients.
- Mettre à jour les dossiers clients et assurer la traçabilité complète des interventions et factures.
- Mettre à jour les bases de données clients afin d’assurer la traçabilité des appareils des parcs clients.

**Qualifications** What you will bring**:

- Minimum of 3 years’ experience in a similar role within after-sales service, customer support, or sales administration.
- Proficiency in office tools (Excel, Word) and ERP software.
- Strong organizational skills and attention to detail.
- Good written and verbal communication skills in French (English is a plus).
- Ability to handle multiple tasks simultaneously and meet deadlines.
- Strong customer service orientation and responsiveness to after-sales requests.
- Team spirit and ability to collaborate efficiently with different departments.
- Autonomy, proactivity.
- Accuracy and attention to detail in administrative and technical follow-up.

**Profil recherché**:

- 3 ans minimum dans un rôle similaire en SAV, support client ou administration des ventes.
- Maîtrise des outils bureautiques (Excel, Wor