Key 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 is required 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.
- Service planning (coverage, incoming quantity RMA analysis etc.).
- 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 3-5 years 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.
✅ Weekends Off – Recharge and enjoy your weekends.
✅ 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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