DEPUTY MANAGER, STERILIZATION SERVICE OPERATION SERVICES

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. 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. 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. 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. 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. 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. 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. Education

 

• Degree or Diploma in:

 

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. 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.