Office Manager (Sales & Service)

Job description

Role Overview

The Office Manager will lead and coordinate a multidisciplinary administrative team comprising Sales Administrators and Service Coordinators. This role is central to ensuring the smooth operational delivery of medical equipment and related services to both public and private hospitals across Ireland. You’ll sit at the intersection of sales support, service delivery, and customer experience keeping everything aligned, compliant, and efficient.

Key Responsibilities

Team Leadership & Management

• Manage, mentor, and develop a team of Sales Administrators and Service Coordinators
• Set clear KPIs, monitor performance, and conduct regular reviews
• Foster a collaborative, accountable, and customer-focused team culture
• Coordinate workloads and ensure adequate coverage across all functions

Operational Coordination

• Oversee order processing, from quotation to delivery and invoicing
• Ensure efficient scheduling of installations, maintenance, and service visits
• Act as escalation point for operational issues impacting customers or internal teams
• Continuously improve processes to enhance efficiency and service quality

Customer & Stakeholder Management

• Maintain strong relationships with key hospital clients (both public and private)
• Ensure high standards of customer service and timely communication
• Liaise with sales, logistics, and technical teams to ensure seamless delivery
• Handle escalations and resolve complex customer issues

Compliance & Documentation

• Ensure adherence to healthcare regulations, procurement frameworks, and company policies
• Maintain accurate records (orders, service logs, contracts, compliance documentation)
• Support audits and quality assurance processes

Systems & Reporting

• Oversee CRM/ERP system usage (e.g., order tracking, service scheduling)
• Generate regular reports on performance metrics (order turnaround, service SLAs, etc.)
• Use data insights to drive operational improvements

Financial & Commercial Support

• Support pricing, quotations, and tender submissions
• Monitor order margins, service costs, and operational efficiency
• Assist with budgeting and forecasting for administrative and service functions

Key Skills & Experience

Essential

• Proven experience in office or operations management
• Experience managing administrative and/or coordination teams
• Strong organisational and multitasking abilities
• Excellent communication and stakeholder management skills
• Experience working with CRM/ERP systems
• High attention to detail and problem-solving capability

Desirable

• Experience in healthcare, medical devices, or hospital supply environment
• Familiarity with public sector procurement processes in Ireland
• Understanding of service coordination/field service operations
• Knowledge of regulatory or compliance requirements in healthcare

Personal Attributes

• Strong leadership presence with a hands-on approach
• Calm under pressure and able to manage competing priorities
• Process-driven with a continuous improvement mindset
• Customer-focused with a commitment to service excellence

Key Performance Indicators (KPIs)

• Order processing accuracy and turnaround time
• Service response and resolution times (SLA adherence)
• Customer satisfaction levels
• Team performance and engagement
• Process efficiency improvements