Contract Administration Coordinator - Night Shift

GENPACT MALAYSIA SDN. BHD.; Petaling Jaya; On-site; MYR 78,000 - 123,000; Full time

Job summary

Genpact Malaysia is seeking a Service Contract Administrator to prepare and administer T&M quotations for technical service activities. You will maintain quotes in SAP and ServiceMax, ensure accuracy, and coordinate with service teams to meet timelines.

The role emphasizes SOP compliance, data integrity, and stakeholder collaboration. Responsibilities include system administration, template usage, and ensuring complete, audit-ready documentation while supporting internal inquiries and process

Qualifications

• Diploma or Bachelor's Degree in Business Administration, Finance, Operations Management, Engineering, or a related discipline.
• Experience in service quotation management, contract administration, or related fields is preferred.
• Knowledge of T&M pricing and quoting processes is advantageous.

Responsibilities

• Prepare and manage Time & Materials (T&M) service quotations for multiple service activities.
• Ensure quotations align with pricing structures and minimum pricing requirements.
• Maintain and document quotations in ServiceMax and SAP with accurate data and templates.
• Coordinate with Field Service Representatives and technical teams to confirm scope and requirements.

Skills

Attention to detail

Analytical thinking

Documentation management

Stakeholder coordination

Education

Bachelors/Diploma in Business/Finance/Engineering

Tools

SAP

ServiceMax (SMax)

Microsoft Excel

Microsoft Outlook

SharePoint

Microsoft Office

Google Maps

Job description

The Service Contract Administrator / Contract Administration Coordinator is responsible for the preparation, review, and administration of Time & Materials (T&M) service quotations for technical service activities. This role ensures quotations are accurate, compliant with established Standard Operating Procedures (SOPs), and delivered within agreed timelines.

The position serves as a key liaison between service teams, support functions, and customers by maintaining accurate documentation, managing service-related records, and ensuring quotation activities are completed in SAP and ServiceMax systems. The successful candidate will contribute to service revenue operations through effective quote management, process compliance, and stakeholder coordination.

Key Responsibilities

Quotation Preparation & Administration

Prepare and manage T&M service quotations for:

• Service Calls
• Preventive Maintenance (PM)
• Parts and Labor Services
• Combined Service Quotes
• Instrument Move and Relocation Activities

Ensure quotations align with approved pricing structures and minimum pricing requirements.

Accurately calculate and validate pricing components, including:

• Parts
• Shipping and logistics charges
• Labor and travel labor
• Incidentals and additional costs

Apply appropriate service product codes, quantities, and pricing based on service requirements.

Review quotation details for completeness and accuracy before customer issuance.

System Administration & Documentation

Manage and maintain service cases in ServiceMax (SMax), including ownership assignment, status updates, and case documentation.

Create and maintain Service Order Quotations in SAP with accurate organizational, customer, and equipment data.

Incorporate approved BDDS Service Estimate verbiage and Statements of Work into quotations.

Maintain audit-ready documentation and records within service trackers, SharePoint repositories, and supporting systems.

Ensure all service quotation information is properly documented, accessible, and traceable.

Partner with Field Service Representatives (FSRs), Service Support Engineers (SSEs), Technical Service teams, and other stakeholders to confirm quotation scope and requirements.

Obtain clarification on missing information, including:

• Parts requirements
• Equipment serial numbers

Issue completed quotations to customers using approved communication templates.

Support internal stakeholders with quotation-related inquiries and updates.

Compliance, Quality & Process Control

Ensure all quotations comply with company SOPs, pricing guidelines, internal controls, and audit requirements.

Verify the completion of all mandatory fields, including:

• Case ID
• Equipment Serial Numbers
• Service Notes
• Itemized Cost Breakdowns

Update ServiceMax case statuses appropriately following quotation issuance, including transitioning cases to "Awaiting Customer Action."

Support continuous process improvement initiatives to enhance quotation accuracy and operational efficiency.

Required Qualifications

Diploma or Bachelor's Degree in Business Administration, Finance, Operations Management, Engineering, or a related discipline.

Experience in service quotation management, contract administration, service operations, customer support, or related fields is preferred.

Knowledge of Time & Materials (T&M) service pricing and quoting processes is an advantage.

Experience working with enterprise systems and service management platforms is desirable.

Technical Skills

• SAP
• ServiceMax (SMax)
• Microsoft Excel
• Microsoft Outlook
• SharePoint
• Microsoft Office Suite
• Google Maps or similar location and routing tools

Core Competencies

• Strong attention to detail and commitment to accuracy.
• Analytical and problem-solving skills.
• Ability to interpret technical service information and requirements.
• Effective written and verbal communication skills.
• Excellent organizational and time management abilities.
• Ability to prioritize workload and meet deadlines in a fast-paced environment.
• Strong collaboration and stakeholder management skills.
• Proficiency in maintaining accurate documentation and records.

Key Performance Indicators (KPIs)

• Accuracy and completeness of service quotations.
• Turnaround time for quotation preparation and delivery.
• Compliance with SOPs, pricing policies, and internal controls.
• Documentation quality and audit readiness.
• Customer satisfaction related to quotation support and responsiveness.

Genpact (NYSE: G) is a global professional services firm that makes business transformation real. Led by our purpose -- the relentless pursuit of a world that works better for people -- we drive digital-led innovation and digitally enabled intelligent operations for our clients, guided by our experience reinventing and running thousands of processes for hundreds of clients, many of them Global Fortune 500 companies. Today, we generate impact for over 100 clients and have grown to over 100K employees. From New York to New Delhi, and more than 30 countries in between, we connect every dot, reimagine every process, and reinvent the ways companies work – because transformation happens here.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube.

Genpact (NYSE: G) is a global professional services firm that makes business transformation real. Led by our purpose -- the relentless pursuit of a world that works better for people -- we drive digital-led innovation and digitally enabled intelligent operations for our clients, guided by our experience reinventing and running thousands of processes for hundreds of clients, many of them Global Fortune 500 companies. Today, we generate impact for over 100 clients and have grown to over 100K employees. From New York to New Delhi, and more than 30 countries in between, we connect every dot, reimagine every process, and reinvent the ways companies work – because transformation happens here.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube.