Technical Service Supervisor

2 days ago

Mandaluyong City, National Capital Region, Philippines Focus Global Full time ₱30,000 - ₱60,000 per year
About the Role

Focus Global is dedicated to bringing the world's top global brands to Southeast Asian homes. We take pride in being a true marketing company by employing extensive marketing tools and by investing and experimenting in new technology to help us regularly rethink and re-imagine the consumer retail experience. We promote a culture of growth, creativity, and excellence through our brands and through our people.

Key Responsibilities
  • Provide onsite or online technical support to field technicians and customer service team
  • Review service reports and schedule follow up calls if necessary
  • Ensure timely response to clients' requests and complaints via telephone or email
  • Identify key product and service issues and escalate to the Service Manager or to brand principals if necessary.
  • Establish and monitor KPIs: First call resolution, backjobs, average response time, average resolution time, etc.
  • Ensure continuous learning and training of field service technicians and installers
  • Enforce discipline and proper work ethics and practices among field technicians and installers
  • Ensure all work-related equipment and tools are utilized and maintained in a safe and responsible manner.
  • Ensure all work-related tasks are performed in compliance with Focus Global guidelines and appropriate Health & Safety measures.
Job Qualifications
  • Electrical or Mechanical Engineering and technical background
  • Supervisory experience in a similar product category (major home appliances)
  • Prior experience managing complex projects with sizable teams
  • Strong written and verbal communication skills
  • Able to multitask, set priorities and manage time effectively

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