Job Description

• Take responsibility for all aspects of the laboratory including analysis, calibrations, equipment maintenance, supplies, documentation, customer acquisition and management.
• Schedule lab or equipment use time for staff. Handle security documents and must ensure that all information and data collected in the lab is kept safe.
• Reports to: General Manager, PEARL Line Authority

 Responsibilities

• Prepare reagents and carry out analysis in line with laid down procedures
• Prepare documentations from start to finish relating to the effective operation of the laboratory and compliance to ISO 17025 quality management system
• Ensure industry standards and safety regulations for handling and disposing of test samples are adhered to strictly.
• Monitor depletion of laboratory reagents and other consumables and ensure continuous availability to prevent any downtime
• Ensuring that Good Laboratory Practice (GLP) is implemented at all times including proper housekeeping
• Develop adequate laboratory quality assurance protocols and monitor implementation by all team members
• Acquire and retain customers towards meeting company goals
• Maintain customer database, contacts, addresses, test portfolio etc.
• Prepare proposals to customers, respond to RFQs by generating quotations and proactively making outbound follow up calls to generate orders
• Maintain quotation database to ensure consistent and timely monitoring of orders
• Participate in the preparation, organization of promotional events as needed.
• Interface and work closely with other functions within the organization to deliver top-notch communication and customer service.
• Work with the Sales Administrator to ensure up-to-date information on outstanding VAT and WHT and follow up with customer for the receipts/payments
• Manage customer data from RFQ follow-up, timing, surveys, contracts, pricing etc.
• Maintain customer complaint log and work with the Technical Manager to close out
• Other duties as assigned by the Technical Manager

Qualifications

• First degree or its equivalent in any of the Chemical Sciences.
• Experience from the lubricant / Oil & Gas sector testing is mandatory

 Requirements

• Good oral and written communication skills.
• Good customer service and relationship management tools.
• Good networking and teaming skills.
• Good data gathering and analysis skills.
• Good problem-analysis and solving skills

Key Performance Indicators:

• Timeliness and accuracy of reports, data and/or information
• Customer acquisition and retention
• Number of customer complaints resolved.
• Total customer service downtime recorded
• Proficiency testing evaluation report
• Customer call log report frequency and quality
• Level of participation in company activities
• Sales revenue and collection
• Equipment optimization