The posting
The Business Support Executive is responsible for coordinating the day-to-day operational support of Automated Dispensing Machines (ADMS) across customer sites and software application performance, preparing and presenting weekly performance reports to customers, and coordinating technical and administrative activities.
This role serves as a key interface between customers, the engineering team, the Customer Support Unit (CSU), and internal stakeholders to ensure timely issue resolution, accurate performance reporting, effective preventive maintenance coordination, and high customer satisfaction.
The successful candidate should possess a combination of customer communication skills, and operational coordination capabilities.
2. Key Responsibilities
A. Machine and Software Application Performance Monitoring
- Monitor the operational performance and availability of ADMS across assigned customer sites.
- Track machine uptime, downtime, system availability, incidents, recurring faults, maintenance activities, and outstanding issues.
- Monitor the performance and availability of associated software applications, including application errors, transaction processing, interface issues, system exceptions, and other relevant operational indicators.
- Review available system logs, health-check reports, dashboards, and incident records to identify anomalies and potential service risks.
- Coordinate with software engineers, application support personnel, and relevant technical teams to investigate and resolve application-related issues.
- Escalate recurring or critical hardware, software, database, network, or integration issues to the appropriate technical teams.
B. Weekly Customer Performance Reporting and Presentation
- Prepare and present weekly ADMS and software application performance reports to customers.
- Consolidate machine performance data, application health indicators, incidents, downtime, service interruptions, preventive maintenance status, and outstanding action items.
- Analyse performance trends and highlight recurring issues, operational risks, and areas requiring improvement.
- Explain ADMs issues and performance results clearly to customers, including non-technical stakeholders.
- Maintain a record of customer feedback, meeting minutes, decisions, and agreed follow-up actions.
- Track action items to completion and provide timely updates on progress and outstanding issues.
- Ensure all performance figures and incident summaries are accurate, traceable, and supported by system records.
C. Support and Incident Coordination
- Log, categorise, prioritise, and track incidents and service requests.
- Coordinate with engineers and CSU to ensure timely investigation, escalation, and resolution.
- Monitor incident response and resolution against agreed service-level agreements (SLAs).
- Communicate incident status, service impact, recovery progress, and resolution updates to customers.
- Maintain incident records, troubleshooting documentation, known-error records, and operational support procedures.
- Assist in identifying root causes and tracking corrective and preventive actions.
D. Preventive Maintenance and Site Coordination
- Coordinate Quarterly preventive maintenance (QPM) schedules and ensure maintenance activities are completed on time.
- Maintain PM checklists, service records, equipment inventories, and machine configuration records.
- Follow up on outstanding maintenance findings, replacement parts, and technical recommendations.
- Coordinate site visits, customer access arrangements, and engineer deployment where required.
- Assist in verifying that maintenance records and service documentation are complete and up to date.
E. Operational Administration and Procurement
- Maintain accurate ADMS inventory and spare-parts records.
- Coordinate procurement requests, purchase orders (POs), delivery orders (DOs), and related documentation.
- Assist with project management office (PMO) meetings, meeting minutes, status reports, and action tracking.
- Maintain documentation for service activities, customer meetings, procurement, and operational reporting.
- Support internal audits, operational reviews, and management reporting when required.
F. Continuous Improvement and Customer Service
- Identify opportunities to improve machine reliability, software application performance, reporting efficiency, and support processes.
- Recommend improvements to monitoring dashboards, automated reports, health checks, and incident tracking.
- Maintain professional customer relationships and demonstrate ownership of assigned follow-up actions.
- Work collaboratively with engineering, software development, project management, and CSU teams to improve service quality.
3. Requirements and Qualifications
Education and experience
- ITE, Diploma or equivalent qualification in Information Technology, Computer Science, Electronics, Mechatronics, Engineering, or a related discipline.
- Approximately 1–3 years of experience in technical support, IT operations, application support, service coordination, or a similar customer-facing technical role.
- Ability to learn ADMs operations, software workflows, and relevant customer-specific systems.
Communication and interpersonal skills
- Confident in preparing and presenting weekly technical performance reports to customers.
- Able to explain technical issues, trends, and corrective actions in clear, business-friendly language.
- Strong written communication, documentation, meeting coordination, and follow-up skills.
- Organised, detail-oriented, proactive, and able to manage multiple tasks across several customer sites.
- Customer-focused, with a strong sense of accountability and service ownership.
