Customer Service and After Sales Service Manager

I. JOB SUMMARY

1. Directs activities of Service Department to ensure that organizational goals and objectives are achieved.

2. Manage the Service Department in the realization of its KRA/KPI to meet company objectives.

3. Lead, plan, create, develop and implement systems and procedures that will improve the company's operations

II. DUTIES AND RESPONSIBILITIES

Primary Role

· Regularly review and update all service documents including process flows, service manuals, PMP proposals, and checklists to ensure accuracy and compliance with standards.

· Collaborate with technical teams to update and maintain SOPs for each machine, ensuring adherence to best practices and safety protocols.

· Lead daily toolbox meetings to communicate objectives, safety guidelines, and any pertinent updates to the service team.

· Manage the review and approval process for overtime requests and leave applications, ensuring adequate staffing levels to meet service demands.

· Implement systems to monitor and record the attendance of service personnel, addressing any discrepancies or issues promptly.

· Provide oversight and direction to ensure efficient and effective day-to-day operations within the Service Department.

· Track and analyze key performance indicators (KPIs) related to service quality, efficiency, and customer satisfaction, implementing corrective actions as needed.

· Engage with clients to address technical issues, provide solutions, and discuss proposals for service improvements or modifications.

· Maintain oversight of inventory, including preloved machine, loaner equipment, and items in need of repair, coordinating necessary actions to minimize downtime.

· Review daily service reports submitted by technicians, providing feedback and support as required to ensure service excellence.

· Act as a point of contact for customers, addressing inquiries, concerns, and service requests via phone, Viber, email, or other communication channels.

· Develop and coordinate daily schedules for field and in-house service activities, aligning tasks with project management plans, daily itineraries, statements of work, and statements of need.

Secondary Role

· Assist technicians both onsite and in-house with technical concerns, troubleshooting, and resolving issues efficiently.

· Provide technical training for new hire technicians, dealers, and branches to ensure competency and adherence to company standards.

· Conduct training sessions for technicians on proper demonstration techniques and customer training to enhance service quality.

· Handle spare parts inquiries from sales teams, clients, dealers, and branches, and facilitate the ordering process from direct suppliers.

· Manage technical concerns and warranty claims with suppliers, ensuring timely resolution and customer satisfaction.

III. QUALIFICATION

· Bachelor's degree in Mechanical Engineering, Electrical Engineering, or related field preferred.

· Minimum of 5 years of experience in a technical support or service role, with demonstrated leadership abilities.

· With customer service background

· Strong technical knowledge and troubleshooting skills, with expertise in Coffee machine

· Excellent communication and interpersonal skills, with the ability to effectively train and mentor technicians and stakeholders.

· Proficiency in SAP or similar inventory management systems preferred.

· Detail-oriented with strong organizational skills and the ability to multitask in a fast-paced environment.

· Proven ability to collaborate cross-functionally and work effectively in a team-oriented environment.

· Valid driver's license and willingness to travel occasionally as needed.

· Male / Female (preferred)

Job Type: Full-time

Pay: Php40, Php50,000.00 per month

Benefits:

• Employee discount
• Free parking
• Life insurance
• On-site parking
• Paid training
• Promotion to permanent employee

Ability to commute/relocate:

• Mandaluyong: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Preferred)

Experience:

• Supervisory: 5 years (Required)
• Customer service: 2 years (Required)

License/Certification:

• Professional driver's license (Preferred)

Willingness to travel:

• 75% (Preferred)

Work Location: In person