ITW Pte Ltd – Service Sales & Administration Specialist

Instron, a division of ITW Pte. Ltd., manufactures and services a wide range of cutting-edge materials testing equipment used by research scientists, design engineers, and quality control managers. Our systems are used in industry, academia, and government to evaluate the mechanical properties and performance of raw materials, components, and products. Due to the scope of our international operations and wide range of products, Instron is considered to be the world’s leading full-service materials testing company.

JOB DESCRIPTION – Service Sales & Administration Specialist

Department : Service

Location: Singapore

Report to: SEA Service Manager

Role Summary

The Service Sales & Administration Specialist is a key contributor to the Service Business, responsible for driving service revenue growth while ensuring efficient service coordination, administration, and system accuracy. Acting as a proactive single point of contact for customers, the role balances service sales, contract renewals, customer engagement, and service operations support to achieve service booking targets and deliver high levels of customer satisfaction.

This role requires strong commercial awareness, customer focus, and the ability to manage service processes end‑to‑end in close collaboration with Sales, Field Service Engineers, Technical Support, and Finance.

Key Responsibilities

1. Service Sales & Revenue Generation

• Proactively engage existing and prospective customers to sell, renew, and extend service contracts, maintenance agreements, and technical support agreements.

• Achieve assigned annual service booking and revenue targets through structured follow‑up, pipeline management, and customer engagement.

• Prepare and issue quotations for service contracts, time & material services, calibration, training, and other after‑market service offerings.

• Conduct regular customer follow‑ups via phone, email, and where required, on‑site visits, to strengthen relationships and demonstrate service differentiation.

• Partner closely with the Sales team to support machine referrals, upgrades, software, and OTC selling opportunities.

• Support expansion selling of service-related products including software, calibration, training, and service programs.

2. Customer Relationship & Support Management

• Act as a primary customer contact for service-related inquiries with a strong sense of ownership and responsiveness.

• Receive, coordinate, monitor, and dispatch customer service requests to Field Service Engineers and Technical Support teams.

• Assess customer needs, determine priorities, and apply established escalation procedures when required.

• Handle customer interactions professionally, including situations involving dissatisfied or urgent customers, ensuring resolution and satisfaction.

3. Service Administration & Order Processing

• Manage service and parts order entry through internal systems (e.g. ASTEA, IBS, IFS, or equivalent).

• Process service parts orders requested by Field Service Engineers to resolve machine or service issues.

• Coordinate with factories, freight forwarders, and customers on shipment schedules, shipping documentation, and deliveries.

• Prepare and process invoices, proforma invoices, and monthly revenue reports.

• Assist in accounts receivable follow‑up related to service and parts invoices.

• Manage return of goods and receipt of materials, ensuring correct inventory handling.

4. System, Data & Reporting Management

• Maintain accurate and up‑to‑date records in the Service Management System (ASTEA) and related databases.

• Verify and update customer, equipment, service contract, and calibration data based on service reports and customer inputs.

• Produce routine service reports such as scheduling, availability, revenue, and calibration reports (e.g. CalPro extracts and calibration registers).

• Ensure high integrity, accuracy, and completeness of service data to support operations and decision‑making.

5. Coordination, Compliance & Continuous Improvement

• Maintain service documentation in line with internal procedures and audit requirements.

• Support the Service Supervisor in achieving service performance, operational efficiency, and customer satisfaction goals.

• Contribute to a collaborative, customer‑focused service culture across service, sales, and operations teams.

• Identify opportunities to improve service processes, customer communication, and administrative efficiency.

Knowledge, Skills & Abilities

Technical & Functional

• Strong understanding of service products, service agreements, and aftermarket service offerings.

• Ability to quickly learn product differentiation, technical terminology, and service applications.

• Proficiency in service management systems (ASTEA or equivalent), CRM/ERP tools, Word, and Excel.

• Ability to manage high‑volume telephone and system-based work accurately and efficiently.

Commercial & Customer Focus

• Customer‑centric mindset with strong selling, follow‑up, and relationship‑building capabilities.

• Ability to identify service sales opportunities and convert customer interactions into bookings.

• Strong sense of ownership, responsiveness, and accountability.

Behavioural

• Excellent verbal and written communication skills.

• Ability to work independently while contributing effectively to cross‑functional teams.

• Strong organisational skills with attention to detail and accuracy.

• Ability to handle pressure, prioritize tasks, and manage multiple stakeholders simultaneously.

Experience & Qualifications

• ITE, Diploma or equivalent qualification in Business, Engineering, or a related discipline.

• Fresh graduates are welcome to apply. Candidates with up to 3 years’ experience in service sales, service administration, customer support, or a similar customer-facing service environment will have an added advantage.

• Experience supporting technical or engineered products in a B2B context is an advantage.

• Applicants should be eligible to work in Singapore. Employment sponsorship is not available for this position.

Working Conditions

• Office-based role with heavy customer interaction via phone and email.

• Occasional customer visits as required to support service sales and relationship management.

Career Progression

• Suitable for career progression into Service Account, Service Operations, or Commercial roles