Director of Product Quality & Customer Support

MICHAEL PAGE INTERNATIONAL RECRUITMENT (PHILIPPINES) INC.

Fresher

Not Disclosed

Philippines

Early Applicant

Posted a month ago
Be among the first 10 applicants

Job Description

Lead nationwide aftersales, quality, and customer experience excellence
Lead transformation that improves quality, service, and performance.

About Our Client

Our client is a well-established industry leader known for delivering high-quality products and customer-focused solutions through a strong nationwide service network.

Job Description

Develop and execute the overall aftersales service and quality strategy aligned with business objectives.
Lead and develop nationwide service, customer care, and quality teams to achieve operational excellence.
Drive customer satisfaction improvements through service centres, dealer networks, and customer support channels.
Monitor and improve key performance indicators including customer satisfaction, repair turnaround time, first-time fix rate, warranty costs, and defect rates.
Manage aftersales budgets, warranty expenditure, inventory planning, and resource allocation to ensure cost efficiency.
Establish and maintain quality systems, standards, audits, and compliance processes across the organisation.
Analyse customer feedback, warranty claims, and quality data to identify improvement opportunities and root causes.
Partner closely with engineering, product management, manufacturing, and supply chain teams to enhance product quality and reliability.
Ensure effective warranty administration, policy compliance, and cost management.
Strengthen relationships with dealers, service partners, OEM partners, and relevant regulatory stakeholders.
Lead digital transformation initiatives by leveraging systems, technology, and analytics to improve service and quality performance.

The Successful Applicant

Non-Negotiables

Bachelor's degree in Engineering, Business, Operations Management, or a related discipline.
Minimum 10 years of experience in aftersales service and/or quality management.
At least 3-5 years of senior leadership experience overseeing both service and quality functions.
Proven track record of leading large teams and driving business performance.
Strong understanding of customer service operations, quality systems, warranty management, and KPI-driven performance management.
Excellent stakeholder management and communication skills.
Strong command of English.

Good-to-Haves

Master's degree or postgraduate qualification.
Experience managing nationwide service networks.
Background within HVAC, consumer electronics, appliances, automotive, or related industries.
Six Sigma Black Belt certification and/or ISO 9001 Lead Auditor qualification.
Experience leading digital transformation and service technology initiatives.
Strong expertise in Root Cause Analysis (RCA), 8D methodology, and continuous improvement programmes.

What's on Offer

Senior executive leadership position with significant business impact.
Opportunity to shape customer experience and quality strategy at a national level.
Competitive executive compensation package.
Performance-based incentives and comprehensive benefits.
Exposure to cross-functional collaboration with senior business leaders.
Strong platform for career growth and long-term leadership development.
Opportunity to lead digital transformation and operational excellence initiatives.
People-focused culture that values innovation, accountability, and continuous improvement.
Ability to influence product improvement and overall customer satisfaction outcomes.
High visibility role with direct impact on business performance, profitability, and brand reputation.

Contact

Cherry Tubiera

Quote job ref

JN-072026-7065215

Phone number

+63 277952826