SERVICE OPERATIONS MANAGER

The Service Operations Manager is responsible for leading and managing the aftersales service team handling equipment installed in more than 100 bakeshops across Mindanao. The role ensures efficient and timely delivery of warranty repairs, preventive maintenance, and post-warranty service while maximizing equipment reliability, minimizing downtime, and ensuring customer satisfaction. The role will oversee people, budgets, planning and scheduling, spare parts and equipment reliability, service quality KPIs, compliance and safety, and the use of a Maintenance Management System to drive operational excellence and continuous improvement.

I. Key Responsibilities

• Lead, mentor, and manage the aftersales/maintenance team responsible for servicing kitchen equipment across multiple franchise bakeshops in Mindanao.
• Oversee warranty repair services, ensuring timely and compliant resolution of equipment issues.
• Manage the smooth transition of customers from warranty coverage to post-warranty maintenance contracts to ensure continued support and revenue generation.
• Establish and manage preventive and corrective maintenance programs for post-warranty equipment.
• Utilize maintenance management system to plan, schedule, and monitor service requests, work orders, and spare parts inventory.
• Ensure accurate and efficient allocation of manpower, tools, and vehicles across geographically dispersed sites.
• Monitor service team performance and operational effectiveness, enforcing compliance with quality, safety, and manufacturer servicing guidelines.
• Ensure compliance with regulatory, environmental, and occupational health and safety standards in all service operations.
• Track equipment reliability trends, failure modes, and recurring issues to recommend design or usage improvements.
• Oversee spare parts and consumables planning, ensuring availability while controlling costs and reducing stockouts.
• Prepare and manage the service operations budget, including labor, spare parts, logistics, and overhead costs, ensuring cost efficiency.
• Coordinate closely with franchise owners and store managers to minimize equipment downtime and ensure continuity of operations.
• Engage with franchise owners and store managers through service reviews, feedback collection, and proactive communication to strengthen partnerships and trust.
• Provide regular performance reports, service dashboards, and recommendations for continuous improvement.
• Develop and implement training and competency development programs for service technicians.
• Promote continuous improvement in planning, scheduling, quality of repairs, and service processes.

II. Qualifications

Education:

• Bachelor's Degree in Mechanical Engineering, Electrical Engineering, Industrial Engineering, or a related technical field (Licensed Engineer preferred). Graduate studies, preferably related to Business Administration or Engineering, is an advantage

Experience:

• At least 10 years of progressive experience, with 5+ years in a leadership role.
• Strong background in managing field service teams across multiple locations.
• Hands-on experience with industrial equipment or any commercial kitchen equipment.
• Proven track record in overseeing warranty support, preventive maintenance programs, and long-term service contracts.

Technical Skills:

• Experienced in Computerized Maintenance Management Systems (CMMS), planning and scheduling tools, and service reporting.
• Knowledge of troubleshooting, spare parts management, and service logistics.
• Strong understanding of maintenance best practices and industry service standards.

Leadership & Management:

• Demonstrated ability to lead, mentor, and develop technical teams.
• Strong background in budget management, forecasting, and cost control.
• Excellent communication skills for coordination with franchise owners and internal stakeholders.
• Strong problem-solving, decision-making, and organizational abilities.

Other Requirements:

• Willingness to travel extensively across Mindanao to oversee service operations.
• Valid driver's license (preferred, due to field supervision needs).
• Customer-oriented mindset with commitment to quality service and operational excellence.

Job Type: Full-time

Pay: Php30, Php40,000.00 per month

Benefits:

• Company car
• Health insurance
• On-site parking

Application Question(s):

• Do you have experience with kitchen or industrial equipment maintenance?

License/Certification:

• Engineering License (Required)

Location:

• Davao City (Preferred)

Willingness to travel:

• 100% (Required)

Work Location: In person