DEPUTY MANAGER, STERILIZATION SERVICE OPERATION SERVICES

Sterile Services Sdn Bhd; Malaysia; On-site; MYR 120,000 - 180,000; Full time

Job summary

KPJ Healthcare Berhad is seeking a Customer Support Manager to ensure high customer satisfaction by coordinating quality, safety and service delivery within the CSSD. The role acts as the main liaison between customers and internal teams, manages NCRs, and supports regulatory compliance.

The ideal candidate has a degree or diploma and 3–5 years in CSSD or related settings, with strong communication, stakeholder engagement, and problem-solving skills to drive service quality and operational

Qualifications

• Degree or Diploma in a related healthcare field.
• 3–5 years’ experience in CSSD or Operation Theater, or sterilisation services; business development or client-facing roles is desirable.

Responsibilities

• Serve as the primary contact for customers regarding CSSD services.
• Build and maintain strong client relationships through regular communication and meetings.
• Coordinate and attend customer meetings, service reviews, and follow-ups.
• Address customer feedback, concerns, and complaints promptly and professionally.
• Ensure customer satisfaction targets are met and continuously improved.
• Support business growth by enhancing service quality and addressing non-conformances within SOPs.

Skills

Communication skills

Stakeholder engagement

Presentation skills

Interpersonal skills

Analytical thinking

Education

Degree or Diploma

Job description

The Customer Support Manager is responsible for ensuring high levels of customer satisfaction through effective coordination of quality, safety, and customer service activities within the CSSD. This role acts as the key liaison between customers and internal teams, manages Non-Conformance Reports (NCRs), ensures timely service delivery, and supports operational efficiency while maintaining regulatory and quality compliance.

Key Responsibilities

1. 1. Customer Liaison & Relationship Management
   • Serve as the primary contact person for customers regarding CSSD services.
   • Build and maintain strong relationships with clients through regular communication and meetings.
   • Coordinate and attend customer meetings, service reviews, and follow-ups.
   • Address customer feedback, concerns, and complaints promptly and professionally.
   • Ensure customer satisfaction targets are met and continuously improved.
   • To support business growth by enhancing service quality to exceed client’s expectation, with non conformances issues addressed within standard operating procedures.
2. 2. Quality & Safety Coordination
   • Act as Quality and Safety Coordinator for CSSD-related activities.
   • Ensure compliance with relevant standards, regulations, and accreditation requirements (e.g. MSQH, MSSA, ISO, MOH guidelines).
   • Support internal audits, customer audits, and regulatory inspections.
   • Promote a culture of quality, safety, and continuous improvement across the department.
3. 3. NCR & Incident Management
   • Manage all Non-Conformance Reports (NCRs), customer complaints, and service deviations.
   • Ensure NCRs are properly recorded, investigated, and root causes identified.
   • Coordinate corrective and preventive actions (CAPA) with relevant departments.
   • Monitor and ensure all NCRs are closed within agreed timelines.
   • Provide regular updates and reports on NCR status and trends.
4. 4. Service Delivery & Customer Satisfaction
   • Monitor service performance to ensure timely collection, processing, and delivery of sterile items.
   • Coordinate with operations and logistics teams to ensure on-time delivery and service continuity.
   • Identify risks that may impact service delivery and proactively implement mitigation actions.
   • Ensure service levels and customer expectations are consistently met.
5. 5. Operational Support & Efficiency
   • Assist operational teams in resolving service-related issues affecting customers.
   • Support initiatives to improve workflow efficiency, turnaround time, and service quality.
   • Participate in service improvement projects and process optimisation activities.
   • Provide customer-related insights to support operational planning and decision-making.
   • To ensure the implementation of continuous training program, scientific activities, according to the selected program.
   • Participate in the evaluation of the technical performance of staff in the field of training and for new employees during the training period.
6. 6. Reporting & Documentation
   • Prepare customer service reports, NCR summaries, and quality performance indicators.
   • Maintain accurate records of customer communications, complaints, and resolutions.
   • Support management with data and analysis related to customer satisfaction and service performance.

Qualification/ Requirement

1. 1. Education
   • Degree or Diploma in:
2. 2. Experience
   • Minimum 3–5 years’ experience in:
   • CSSD or Operation Theater, or sterilisation services
   • Business development or client-facing roles
   • Experience in conducting training or knowledge-sharing sessions is highly desirable.
3. 3. Knowledge & Skills
   • Strong understanding of sterilisation processes, infection control, and medical device reprocessing.
   • Knowledge of relevant standards and guidelines (AAMI, ISO, HTM, MOH).
   • Excellent communication, presentation, and interpersonal skills.
   • Ability to engage stakeholders at all levels, including clinicians and hospital management.
   • Analytical, organised, and able to work independently with minimal supervision.

KPJ Healthcare Berhad is founded on the vision of being the preferred healthcare provider in the region. We are focused on delivering world‑class quality healthcare services throughout our regional footprint across 5 countries, namely Malaysia, Indonesia, Thailand, Bangladesh, and Australia. We are in search of remarkable people to join us in exploring and discovering better healthcare solutions together. Whether you are a student, a graduate, or an experienced professional, discover the impact you could make with a career at KPJ.