Sales & Service Operations Specialist

Purpose of this position / Position summary:

This role is responsible for supporting end-to-end sales and service operations activities for the Malaysia Medical Technology business, ensuring accurate coordination, process compliance, timely execution and proper documentation across commercial, service, tender, inventory and customer support activities. The position works closely with Sales, Service, Logistics, Finance, Compliance and regional support teams to coordinate customer requests, quotations, contracts, service dispatching, tenders and internal processes accurately and efficiently. The incumbent is expected to work with minimal supervision, follow established processes, escalate issues when required, support system adoption and contribute to practical improvements in daily sales and service operations.

Primary duties and responsibilities:

1. Sales operations coordination and process support

• Support accurate and timely sales order processing in Salesforce, ensuring data integrity, documentation completeness and compliance with internal approval requirements.

• Maintain structured records for all sales-related documents and support audit readiness through proper filing, traceability and version control.

• Coordinate closely with logistics and commercial teams to monitor delivery timelines, resolve operational issues and support fulfilment of customer commitments.

• Liaise with the Accounts Receivable (AR) team on AR-related issues, including invoice follow-up, payment status clarification, customer account matters and related operational coordination.

• Coordinate pre-installation readiness, including shipment arrival tracking, documentation preparation, functional check coordination and cross-functional follow-up.

2. Service operations coordination and escalation support

• Handle incoming customer enquiries via service hotline and coordinate job dispatching to Service Engineers, taking into account urgency, resource availability and customer expectations.

• Support daily service order processing in SAP CRM and Mobile X, monitoring data accuracy, timely closure and process compliance.

• Coordinate preventive maintenance planning and support proactive follow-up to reduce backlog, missed sched ules and customer dissatisfaction.

• Prepare and manage service quotations, service contracts and related customer documentation to ensure accuracy, timeliness and alignment with approved processes.

• Maintain new installation ibase in system • Create and maintain ibase in system for existing or new ibase.

• Prepare monthly service utilization reports for Service Engineers and highlight notable updates or follow-up items where required.

• Coordinate with Service Engineers and other business support function for post installation operation (ibase entry and invoicing)

3. Salesforce, SAP CRM, related systems/processes, training and process improvement

• Conduct Salesforce training/refresher course to the Sales Team when necessary

• Keep updated on new features, changes and related processes for Salesforce, SAP CRM and other relevant operational systems.

• Support users as a local key user for Salesforce, SAP CRM and related operational systems/processes, assist ing with issue coordination, user adoption and practical application in daily operations.

4. Demo, inventory and asset coordination

• Ensure all local demo loan are updated in system

• Ensure all spare part inventory are well tracked and tools inventory are calibrated on time 5. Tender, cross-functional coordination and operational support

• Coordinate tender submission support with Sales, Service, Logistics, Finance and Compliance teams, ensuring timely preparation, completeness and accuracy of required information.

• Work with logistics team to purchase new tools, calibration tools and loan process.

• Work with quality control, sales, service team to assist recall project for product and spare parts

• Work with logistics on return of defective goods or exchange

• Work with finance team in write-off process 6. Other duties:

• Undertake additional responsibilities assigned by management, including support for process improvement, audit preparation, workflow documentation and cross-functional projects.

5. Tender, cross-functional coordination and operational support

• Coordinate tender submission support with Sales, Service, Logistics, Finance and Compliance teams, ensuring timely preparation, completeness and accuracy of required information.

• Work with logistics team to purchase new tools, calibration tools and loan process.

• Work with quality control, sales, service team to assist recall project for product and spare parts

• Work with logistics on return of defective goods or exchange

• Work with finance team in write-off process

6. Other duties:

• Undertake additional responsibilities assigned by management, including support for process improvement, audit preparation, workflow documentation and cross-functional projects.

Other KPI:

• Ensure quotations, contracts, tender documents and customer-facing submissions are pre pared accurately, completely and within agreed timelines.

• Support training, guidance and first-level coordination for sales, service and operations users on Salesforce, CRM, CPQ, Mobile X and related operational processes.

• Ensure compliance requirements are observed for all relevant sales, service, tender, inventory, contract and customer-facing documentation.

• Ensure all tenders are submitted in a timely manner and information are accurate.

• Ensure timely and accurate Demo recording.

• Contribute to practical workflow improvements, documentation and standardization to improve efficiency, audit readiness and operational consistency.

• Ability to communicate efficiently and resourceful.

Knowledge / Skills / Other characteristics:

• Strong customer service background with excellent business communication etiquette

• Excellent verbal and written communication as well as interpersonal skills

• Possess solid administrative & coordination skills

• Good process ownership mindset with ability to identify issues, suggest improvements and follow through on assigned actions.

• Able to coordinate with stakeholders across Sales, Service, Logistics, Finance, Accounts Receivable, and Compliance to complete assigned tasks and follow-ups.

• High proficiency level in computer skills i.e. MS office (Outlook, Word, Excel, PowerPoint)

• Ability to work independently and unsupervised as well as in a team

• Ability to multi-tasking and prioritizing

• Meticulous and detail oriented

• Good command of spoken and written English