For distributors, dealers and authorised service centres: know which client has which unit at which site, whether it is in warranty, what the contract covers and what your engineers did on every visit.
FieldEx combines field service management and a computerised maintenance management system (CMMS) for Malaysian distributors and dealers who run after-sales service. Each machine sold is recorded under its client and site with serial number and warranty. Sales orders and service contracts connect to the jobs that follow, PPM runs on schedule, and clients use a portal to log complaints and check their units.
A Malaysian distributor's after-sales team often covers several principals' brands, clients from Johor to Sabah, and a mix of warranty, contract and chargeable jobs. The installed base usually lives in a sales spreadsheet, while the service history lives in job sheet books. FieldEx puts both on the unit record, so the service desk can answer "is this machine still under warranty, and when did we last see it?" in one look. Book a demo and bring your installed base list.
The supplier, when the goods fail the implied guarantees and the buyer is a consumer. Under section 41(1)(a) of the Consumer Protection Act 1999 (Act 599), where a failure can be remedied, the consumer may require the supplier to remedy it within a reasonable time in accordance with section 42. Section 42(1) lists the ways: repairing the goods, replacing them with goods of identical type, or refunding. If the supplier refuses or fails to do so within a reasonable time, section 41(3)(a) lets the consumer have the failure remedied elsewhere and obtain from the supplier all reasonable costs incurred.
That last point is the expensive one: a slow after-sales team can end up paying another workshop's bill.
Yes, for a reasonable period, unless the consumer was told otherwise. Section 37(1) of the Consumer Protection Act 1999 implies a guarantee that the manufacturer and the supplier will take reasonable action to ensure that facilities for the repair of the goods and the supply of spare parts are reasonably available for a reasonable period after the goods are supplied. Under section 37(2), this doesn't apply where reasonable action has been taken to notify the consumer beforehand that repair facilities and parts won't be available.
For a distributor carrying several principals' brands, that means knowing which models are still running at clients' sites and what parts those units will call for.
What it says. Section 38(1) of the Consumer Protection Act 1999 says an express guarantee given by a manufacturer of goods supplied to a consumer shall bind the manufacturer. Section 38(5) explains that an express guarantee can cover the quality of the goods, the services required, the supply of parts that are or may at any time be required for the goods, and refunds. So if the warranty card promises on-site service within a set time, or parts for 5 years, that promise is enforceable.
Distributors who carry out warranty work for a principal need records that show each promise was kept.
Mostly not. Section 2(1) of the Consumer Protection Act 1999 applies the Act to goods and services offered or supplied to consumers in trade, and section 3(1) defines a consumer as someone who acquires goods of a kind ordinarily acquired for personal, domestic or household purpose, use or consumption, and not primarily for resupply, manufacturing or repairing other goods in trade. A factory buying a compressor is usually outside it; a family buying an air purifier is inside it.
Business clients still expect the terms in their contract to be met, so the contract, not the Act, becomes the rulebook.
Consumers can file at the Tribunal for Consumer Claims. As The Star reported on 13 March 2025, the Consumer Protection (Amendment) Act 2019 raised the Tribunal's claim limit from RM25,000 to RM50,000, and raised the penalty for failing to comply with an award within 14 days from RM5,000 to up to RM10,000. The same report says 8,824 claims were filed in 2024. Most of those disputes come down to the same question: what did the supplier promise, and what did it actually do?
A supplier with a complete service history for the unit is in a far better position at the Tribunal than one relying on memory.
A record for each device placed on the market. Section 37(1) of the Medical Device Act 2012 (Act 737) says an establishment shall maintain a distribution record in respect of each medical device manufactured, imported, exported and placed in the market. The Medical Device Authority's (MDA) guidance document MDA/GD/0012 on distribution records, first edition June 2020, says the record should include the consignee's address and phone number, the storage address, and the device's make, class, model number or description, part number, batch number and quantity. Records are kept for 2 years after the device is placed in the market, or after it is shipped if it is exported, or for the device's projected useful life where it has one.
For a device with a ten-year life, that is 10 years of records per unit.
Within set deadlines that start at discovery. Section 40(1) of the Medical Device Act 2012 requires an establishment to report incidents to the Authority within 30 days, within 10 days where the incident led to death or serious deterioration in health, and within 48 hours from the discovery where there is a serious threat to public health. Section 39 requires establishments to establish documented procedures and maintain records of reported problems or complaints about the safety and performance of their devices, and section 38(1) requires them to monitor safety and performance through a post-market surveillance system.
When engineers are the first to see a fault, the field service record is often where discovery happens.
Keep your distribution records good enough to find every unit quickly. MDA/GD/0012 says distribution records must contain sufficient information to permit complete and rapid withdrawal of a medical device from the market, and that implantable devices are tracked down to patient level, or at least the healthcare facility, including the date the device was put into service. Section 41 of the Medical Device Act 2012 lists corrective actions, which may include the return of the device to the establishment or its modification.
The same discipline works for any equipment: a recall is only as fast as your list of which client holds which serial number.
EC Solutions, an engineering and technology services provider working across airport sites in Latin America, runs installations, preventive maintenance and equipment replacements on FieldEx. A technician scans the equipment's QR code to open a replacement job, records one or several parts swapped in a single form, and the equipment records, site and customer details and linked parent and child assets update as soon as it is submitted. Removed units are marked not in use, and the reason for replacement and both signatures are logged.
Sime Industrial, a heavy equipment and industrial solutions provider serving 191 locations across Asia Pacific and representing more than 30 brands of heavy machinery, uses FieldEx to centralise job updates, statuses and time logs, with live technician locations and task progress in one view and reports on job durations, coverage and technician performance.
Many use a sales system for the installed base and paper or spreadsheets for service. FieldEx brings both together: each unit sold sits under its client and site with its warranty and contract, and the service jobs, PPM and parts land on the same record, with an app for engineers in English, Bahasa Malaysia and Chinese. See our guide to field service management software.
Yes. Units can be classified by type, category and subcategory, and parts by type and family, so each brand's machines and parts are kept apart while sharing one service team. An identifier field can also be renamed to Brand or Principal.
Yes. The unit's record shows its warranty details, contract and every past job, on the web and on the engineer's phone.
Yes. The branded portal shows each client's registered units with serial number, status, site and last-serviced date, and lets them download job reports.
Yes. Sales orders link to the related jobs and to the contract, and each has a unique order number.
Yes. Service-level agreements can apply to selected clients, job types or units, each with its own stages and alerts.
FieldEx can connect to any open system through REST APIs and has connectors for QuickBooks and Xero.
Once we know your requirements and your data is ready, FieldEx can be implemented in as little as a week with standard features for small businesses. Larger setups and custom work take longer. There is no setup fee: setup, data upload and training come with the subscription, and FieldEx onboards customers in person in Malaysia as well as online. See FieldEx implementation in Malaysia.
Once we know your requirements and your data is ready, FieldEx can be implemented in as little as a week with standard features for small businesses. Larger setups and custom work take longer. Setup, data upload and training are included in the subscription, with no setup fee. Customers, sites and installed equipment can be uploaded. FieldEx helps with setup, and training is included. See FieldEx implementation.
