Service Operations Manager

2 weeks ago

Davao City, Davao, Philippines Unibakers Corporation Full time ₱900,000 - ₱1,200,000 per year
Key Responsibilities

1. Service Operations Management

  • Supervise and coordinate daily service operations, including scheduling, dispatching, and monitoring field technicians.
  • Ensure timely completion of installation, preventive maintenance, and repair activities.
  • Implement standard operating procedures (SOPs) to maintain service quality and efficiency.
  • Monitor service KPIs such as turnaround time, response rate, and customer satisfaction.

2. Team Leadership & Development

  • Lead, coach, and evaluate service technicians and coordinators.
  • Conduct performance reviews and recommend training programs for skill enhancement.
  • Foster a positive and collaborative work environment aligned with company values.

3. Customer Relationship Management

  • Handle escalated client concerns and ensure prompt resolution.
  • Build and maintain strong relationships with clients to promote trust and repeat business.
  • Coordinate with the Sales and After-Sales departments to ensure seamless customer service.

4. Process Improvement & Reporting

  • Identify and implement process improvements to enhance operational efficiency.
  • Analyze service data and prepare regular reports on performance metrics.
  • Oversee spare parts management, warranty claims, and service documentation.

5. Compliance & Safety

  • Ensure all operations comply with company policies, safety regulations, and industry standards.
  • Monitor field activities to ensure adherence to safety and quality protocols.
  • Maintain accurate service records and ensure proper documentation for all transactions.

Qualifications
  • Bachelor's Degree in Engineering, Business Administration, or a related technical field.
  • At least 5 years of experience in service operations, preferably in kitchen equipment, appliances, or related technical services.
  • Proven leadership and team management skills.
  • Strong technical background in equipment maintenance and troubleshooting.
  • Excellent communication, problem-solving, and customer service skills.
  • Proficient in MS Office and service management systems.

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