Technical Support Specialist

ASUS Pasig, National Capital Region, Philippines

Technical Support Specialist (Service)

ASUS Pasig, National Capital Region, Philippines

Note: This description retains the core responsibilities, qualifications, and benefits originally listed.

Responsibilities

• In charge of the service center's routine operation and development of operating targets.
• Generation of ASP Daily Pending cases.
• Data gathering and analyzing daily pending.
• Communicating pending cases and updates.
• Timely escalation and internal communication of major service issues and status updates to ensure alignment across departments and avoid delays in resolution.
• Analysis on the ASP pending cases, assess TAT and impose penalties for case management.
• Handling incoming escalations coming from distributor, dealer and customer (i.e., customer complaint cases, DTI cases, process-related escalations, approval requests).
• Consolidate efforts and synchronize consensus among multi-departments such as Technical Department, Finance Department, Logistics and Parts Department, etc.
• Overseeing overall service operations of ASP (manpower, productivity, results).
• Onsite visit for audit purposes.
• Conducting training for new service center staff and refresher training.
• Monthly meeting based on KPI results with the ASP.
• HQ and local coordination and reporting.
• Monitor pending RMA cases and day-to-day incoming and closed cases per ASP.
• Providing weekly and monthly KPI results across all service centers.
• Implementation of HQ regulations, policies and procedures.

Technical Capability Support (Key Focus Area)

• Actively support and drive capability building for ASPs in high-level technical repair (Level 3 and Level 4 repairs), including motherboard-level diagnostics, BGA replacement, and component-level soldering.
• Ensure ASPs have access to necessary tools, technical training, and repair documentation for advanced troubleshooting and repair activities.
• Work closely with HQ technical team and vendors to provide guidance, knowledge-sharing, and performance tracking on complex repairs.
• Monitor success rates, repair TAT, and repeated failure ratios on L3/L4 cases, and develop corrective plans with ASPs to ensure service quality.
• Promote continuous skill upgrades among technical staff and identify key ASPs to be certified or upgraded as L3/L4-capable sites.
• Process Optimization and Project Management:
  • Conduct in-depth analysis on existing service processes and workflows to identify bottlenecks, inefficiencies, and areas of improvement.
  • Lead or participate in improvement initiatives or special projects aimed at enhancing service performance, efficiency, and customer satisfaction.
  • Document findings and propose corrective actions with measurable outcomes, followed by implementation and follow-up review.

What You Bring

• Bachelor’s degree in computer science, IT, or equivalent.
• With at least 2-3 relevant experience in the related field.
• Strong verbal and written communication skills in English (and/or Tagalog).
• Experience in Service Center operations is a plus.
• Preferably with L3 Technical Experience in Electronics
• Excellent multitasking, prioritization, and problem-solving skills.
• A positive attitude, adaptability to a fast-paced environment, and a commitment to delivering results.
• Ability to collaborate effectively with partners and team members.
• Willingness to travel and work in Ortigas, Pasig City.

Why Join Us?

• Competitive Salary – We value your skills and reward your contributions.
• Quarterly Performance Bonus – Earn more based on your performance.
• Monthly Employee Engagement Activities – Connect with colleagues through fun team events and activities.
• ASPH Holiday Break – Enjoy a 2-week break in December for a better work-life balance.
• HMO and Group Life Insurance (Upon regularization) – Comprehensive health coverage for you and your dependents.
• Medicine Reimbursement – Covers optical expenses, over-the-counter medicines, any dental-related medicines and gym membership.
• Complete Statutory Benefits – We provide full compliance with all legal requirements.

Don’t miss this opportunity to grow your career while maintaining a balanced lifestyle.

Apply now

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