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EITS Role Definitions and Responsibilities

Table of Contents

  1. Role Overview
  2. Sales & Customer Relations
  3. Technical & Operations
  4. Project Management
  5. Administrative & Support
  6. Management & Oversight
  7. Role Access Matrix
  8. Workflow Responsibilities
  9. Communication Hierarchy
  10. Implementation

Back

Role Overview

The EITS ERP system requires clearly defined roles to manage the complete business cycle from lead generation to project completion. Each role has specific responsibilities, system access levels, and workflow participation.

Business Process Flow

Lead Generation → Enquiry Processing → Site Assessment → Quotation → Project Execution → Completion
       ↓              ↓                    ↓            ↓            ↓              ↓
   Sales Rep    →  Sales Coord.    →  Tech Inspector → Sales Mgr → Project Mgr → Admin

Sales & Customer Relations

1. Sales Representative

Primary Responsibilities:

  • Initial customer contact and lead qualification
  • Customer relationship building
  • Basic requirement gathering
  • Follow-up communications
  • Customer service support

Key Activities:

  • Receive and respond to initial enquiries
  • Conduct preliminary customer interviews
  • Schedule site visits and inspections
  • Maintain customer communication logs
  • Support quotation presentations

System Access:

  • CRM: Full access to assigned leads/customers
  • ERP: Read-only access to quotations and project status
  • Communication: Email integration, call logs

Performance Metrics:

  • Lead response time (target: < 2 hours)
  • Lead conversion rate
  • Customer satisfaction scores
  • Follow-up completion rate

2. Sales Coordinator

Primary Responsibilities:

  • Lead distribution and assignment
  • Enquiry processing coordination
  • Customer database management
  • Sales process optimization
  • Communication facilitation

Key Activities:

  • Assign incoming leads to sales representatives
  • Monitor enquiry processing timelines
  • Coordinate between sales and technical teams
  • Maintain customer interaction records
  • Generate sales activity reports

System Access:

  • CRM: Full administrative access
  • ERP: Read access to customer and project data
  • Reporting: Sales dashboards and analytics

Performance Metrics:

  • Lead distribution efficiency
  • Process adherence rates
  • Team coordination effectiveness
  • Data accuracy maintenance

3. Sales Manager

Primary Responsibilities:

  • Sales team leadership and oversight
  • Quotation approval and finalization
  • Customer relationship management
  • Revenue target achievement
  • Strategic sales planning

Key Activities:

  • Review and approve quotations
  • Handle complex customer negotiations
  • Monitor sales team performance
  • Make pricing decisions
  • Manage key customer relationships

System Access:

  • CRM: Full administrative access
  • ERP: Quotation approval workflow access
  • Financial: Pricing and margin visibility
  • Reporting: Comprehensive sales analytics

Performance Metrics:

  • Revenue achievement
  • Team performance management
  • Quotation approval turnaround
  • Customer retention rates

Technical & Operations

4. Technical Inspector

Primary Responsibilities:

  • Site visits and technical assessments
  • Measurement collection and documentation
  • Technical requirement analysis
  • Risk assessment and identification
  • Site condition reporting

Key Activities:

  • Conduct detailed site inspections
  • Take precise measurements and photographs
  • Assess technical feasibility
  • Identify potential challenges and risks
  • Prepare detailed technical reports
  • Provide input for accurate quotation

System Access:

  • CRM: Site visit scheduling and reporting
  • ERP: Technical specification input
  • Mobile: Field data collection app
  • Document: Photo and report uploads

Performance Metrics:

  • Site visit completion time
  • Measurement accuracy
  • Report quality and completeness
  • Risk identification effectiveness

Required Skills:

  • Technical knowledge of MEP systems
  • Measurement and assessment expertise
  • Documentation and reporting skills
  • Problem-solving abilities

5. Technical Coordinator

Primary Responsibilities:

  • Site visit scheduling and coordination
  • Technical team resource allocation
  • Quality assurance of technical assessments
  • Technical documentation management
  • Cross-project technical coordination

Key Activities:

  • Schedule and assign site visits
  • Review technical reports for completeness
  • Coordinate with project management
  • Maintain technical standards
  • Manage technical team workload

System Access:

  • CRM: Site visit management
  • ERP: Technical data oversight
  • Scheduling: Resource allocation tools
  • Quality: Technical review workflows

Performance Metrics:

  • Site visit scheduling efficiency
  • Technical report quality scores
  • Resource utilization rates
  • Technical standard compliance

6. Estimation Engineer

Primary Responsibilities:

  • Detailed cost estimation and analysis
  • Bill of Materials (BOM) preparation
  • Technical specification review
  • Cost optimization recommendations
  • Quotation technical input

Key Activities:

  • Analyze technical requirements
  • Prepare detailed BOMs
  • Calculate material and labor costs
  • Apply risk and wastage factors
  • Review quotation technical accuracy
  • Suggest cost optimization opportunities

System Access:

  • ERP: Full BOM and costing access
  • CRM: Technical requirement access
  • Pricing: Cost database and calculators
  • Reports: Cost analysis tools

Performance Metrics:

  • Estimation accuracy
  • BOM completeness
  • Cost optimization suggestions
  • Quotation turnaround time

Project Management

7. Project Manager

Primary Responsibilities:

  • End-to-end project execution
  • Resource planning and allocation
  • Timeline management and monitoring
  • Quality control and assurance
  • Client communication during execution

Key Activities:

  • Develop project execution plans
  • Coordinate with suppliers and subcontractors
  • Monitor project progress and milestones
  • Manage project budgets and costs
  • Ensure quality standards compliance
  • Handle project-related customer communications

System Access:

  • ERP: Full project management access
  • CRM: Customer communication tools
  • Financial: Budget and cost tracking
  • Scheduling: Resource and timeline management

Performance Metrics:

  • Project completion on time
  • Budget adherence
  • Quality compliance rates
  • Customer satisfaction during execution

8. Project Coordinator

Primary Responsibilities:

  • Project administrative support
  • Documentation management
  • Communication facilitation
  • Progress tracking and reporting
  • Resource coordination assistance

Key Activities:

  • Maintain project documentation
  • Schedule project meetings and reviews
  • Track project milestones and deliverables
  • Coordinate between project stakeholders
  • Prepare project status reports

System Access:

  • ERP: Project tracking and reporting
  • Document: Project file management
  • Communication: Meeting and status tools
  • Reporting: Progress dashboards

Performance Metrics:

  • Documentation completeness
  • Communication effectiveness
  • Reporting accuracy and timeliness
  • Coordination efficiency

Administrative & Support

9. Admin Assistant

Primary Responsibilities:

  • General administrative support
  • Document management and filing
  • Customer service support
  • Data entry and maintenance
  • Office coordination activities

Key Activities:

  • Handle routine customer inquiries
  • Maintain customer and project records
  • Support document preparation
  • Coordinate office activities
  • Assist with data entry tasks

System Access:

  • CRM: Basic customer service access
  • ERP: Data entry and basic reporting
  • Document: File management access
  • Communication: Customer service tools

Performance Metrics:

  • Data accuracy rates
  • Response time to inquiries
  • Document organization efficiency
  • Administrative task completion

10. Accounts Executive

Primary Responsibilities:

  • Financial transaction processing
  • Invoice generation and management
  • Payment tracking and follow-up
  • Financial reporting support
  • Customer payment coordination

Key Activities:

  • Generate and send invoices
  • Track payment status
  • Follow up on overdue payments
  • Maintain financial records
  • Support financial reporting
  • Handle payment-related customer queries

System Access:

  • ERP: Full financial module access
  • CRM: Payment status updates
  • Reporting: Financial dashboards
  • Communication: Payment follow-up tools

Performance Metrics:

  • Invoice accuracy and timeliness
  • Payment collection efficiency
  • Financial data accuracy
  • Customer payment satisfaction

Management & Oversight

11. Operations Manager

Primary Responsibilities:

  • Overall operational oversight
  • Process optimization and improvement
  • Team coordination and management
  • Performance monitoring and analysis
  • Strategic operational planning

Key Activities:

  • Monitor overall business operations
  • Analyze process efficiency and effectiveness
  • Coordinate between different departments
  • Review and approve operational decisions
  • Implement process improvements

System Access:

  • ERP: Full administrative access
  • CRM: Complete oversight access
  • Analytics: Business intelligence tools
  • Reporting: Executive dashboards

Performance Metrics:

  • Overall operational efficiency
  • Process improvement implementations
  • Team performance management
  • Business KPI achievement

12. General Manager

Primary Responsibilities:

  • Strategic business oversight
  • Key decision making authority
  • Customer relationship management (VIP)
  • Business performance monitoring
  • Strategic planning and direction

Key Activities:

  • Make final business decisions
  • Handle VIP customer relationships
  • Review business performance
  • Set strategic direction
  • Approve major quotations and contracts

System Access:

  • Full system administrative access
  • Executive reporting and analytics
  • Strategic planning tools
  • Business intelligence dashboards

Performance Metrics:

  • Business growth and profitability
  • Strategic goal achievement
  • Key customer relationship management
  • Overall company performance

Role Access Matrix

Role CRM Access ERP Access Financial Access Reporting Access Mobile Access
Sales Rep Lead Management Read-only None Basic Sales Yes
Sales Coordinator Full CRM Admin Customer Data None Sales Reports Limited
Sales Manager Full CRM Admin Quotation Approval Pricing/Margins Advanced Sales Yes
Technical Inspector Site Visit Module Tech Specs Input None Technical Reports Yes
Technical Coordinator Site Management Tech Oversight None Technical Analytics Limited
Estimation Engineer Requirements Access Full BOM/Costing Cost Data Cost Analysis Limited
Project Manager Customer Comm Full Project Budget Tracking Project Reports Yes
Project Coordinator Project Updates Project Tracking None Progress Reports Limited
Admin Assistant Basic Customer Data Entry None Basic Reports No
Accounts Executive Payment Updates Full Financial Full Financial Financial Reports Limited
Operations Manager Full Admin Full Admin Management View All Reports Yes
General Manager Full Admin Full Admin Full Access Executive Dashboard Yes

Workflow Responsibilities

Lead to Enquiry Process

  1. Sales Rep: Receives and qualifies lead
  2. Sales Coordinator: Assigns and tracks progress
  3. Sales Rep: Gathers detailed requirements
  4. Technical Inspector: Schedules site visit (if needed)

Site Assessment Workflow

  1. Technical Coordinator: Coordinates site visit scheduling
  2. Technical Inspector: Conducts site visit and assessment
  3. Technical Inspector: Prepares detailed technical report
  4. Estimation Engineer: Reviews technical data for costing

Quotation Development

  1. Estimation Engineer: Prepares detailed cost analysis
  2. Sales Rep: Compiles customer-facing quotation
  3. Sales Manager: Reviews and approves quotation
  4. Sales Rep: Presents quotation to customer

Project Execution

  1. Project Manager: Takes ownership after contract signing
  2. Project Coordinator: Supports project administration
  3. Accounts Executive: Handles invoicing and payments
  4. Operations Manager: Monitors overall execution

Communication Hierarchy

Internal Escalation Path

Sales Rep → Sales Manager → Operations Manager → General Manager
Technical Inspector → Technical Coordinator → Operations Manager
Project Coordinator → Project Manager → Operations Manager
Admin Assistant → Operations Manager
Accounts Executive → Operations Manager

Customer Communication Responsibility

  • Primary Contact: Sales Representative
  • Technical Queries: Technical Inspector/Coordinator
  • Pricing Discussions: Sales Manager
  • Project Execution: Project Manager
  • Payment Issues: Accounts Executive
  • Escalation: Operations Manager/General Manager

Emergency Contact Protocol

  1. Technical Emergencies: Technical Coordinator → Operations Manager
  2. Customer Complaints: Sales Manager → Operations Manager
  3. Financial Issues: Accounts Executive → Operations Manager
  4. Project Delays: Project Manager → Operations Manager

Document Version: 1.0
Date: May 26, 2025
Prepared for: EITS ERP Implementation
Status: Role Definition Complete