Head of Technical After Sales

Posted 25d ago

We are seeking a highly skilled and experienced Technical After Sales Manager to lead our Coffee Machine After Sales Service division. This role will oversee all technical aspects of post-sales support, ensuring the highest standards of customer satisfaction, efficient service delivery, and technical excellence for our coffee machine products. The Head of Technical After Sales will manage a team of engineers and technicians, coordinate service operations, and play a pivotal role in building customer loyalty through exceptional after-sales experiences.

Location: San Juan City

Work Arrangement: M-F (Flexi time 7am/10am-4pm/5pm)

Preferred industries: Kitchen Home Appliance, Elevator, Airconditioning, HVAC, Laundry Equipment

 

QUALIFICATIONS: 

• Bachelor’s degree in Engineering, Business Administration, or a related field (preferred). 

• Minimum of 3 years of experience in technical aftersales management or a similar role. 

• Proficiency in inventory and job order management software is a plus. 

• Demonstrated ability to lead teams in achieving operational excellence. 

The ideal candidate will focus on leading the team, implementing systems for tracking customer concerns, ensuring efficient job order management, and driving technical excellence through training and spare parts management. 

 

Key Responsibilities Aftersales Department Leadership & Business Development 

• Lead, mentor, and manage the aftersales team, including technicians and service coordinators, fostering a culture of accountability, collaboration, and continuous improvement. 

• Develop and implement strategies to achieve departmental revenue targets and position Standard Supply Studios as the industry leader in coffee equipment service. 

• Establish and monitor KPIs, ensuring timely achievement of goals related to service quality, response times, and customer satisfaction. 

• Champion initiatives to streamline aftersales operations, improve technician utilization, and enhance team productivity. Customer Support & Issue Resolution 

• Serve as the primary escalation point for complex customer concerns, ensuring prompt and satisfactory resolution. 

• Build and maintain strong relationships with clients, gaining a deep understanding of their needs to provide tailored solutions. 

• Collaborate with sales, operations, and finance teams to address customer concerns effectively and enhance the overall service experience. Job Order Tracking & Process Optimization 

• Develop and implement robust systems for tracking customer concerns, job orders, and repair statuses to ensure operational transparency and efficiency. 

• Oversee scheduling for fieldwork, bench testing, and in-house repairs, optimizing resource allocation and technician utilization. 

• Maintain meticulous records of all service activities, including maintenance histories, repairs, and warranty claims. Spare Parts Management & Technical Training 

• Establish and maintain efficient spare parts management processes, ensuring availability, accurate inventory tracking, and cost control. 

• Drive technical excellence by organizing regular training sessions for the service team, enhancing their skills in diagnostics, repair, and customer interaction. 

• Stay updated with industry trends, emerging technologies, and new coffee equipment models to keep the team at the forefront of technical expertise. Continuous Improvement & Customer Experience 

• Collect and analyze customer feedback and service data to identify areas for improvement and implement actionable solutions. 

• Develop initiatives to elevate the customer experience, such as loyalty programs and customer satisfaction surveys. 

• Collaborate with leadership to refine warranty policies, service procedures, and overall operational efficiency.

Employer questions

Your application will include the following questions:
  • What's your expected monthly basic salary?
  • Which of the following types of qualifications do you have?
  • How many years' experience do you have as a Head of Technical?
  • Do you have customer service experience?

Company profile

Company Logo for Q2 Hr Solutions Inc.
Human Resources & Recruitment101-1,000 employees

Q2 is composed of highly experienced consultants with a vast network of professionals, executives & industry leaders. We believe that recruitment relies on building strong relationships – effectively treating clients and candidates as partners.

Solutions founded on Quality

With Quality as the main driver for our service, we are relentless in providing the best and most appropriate solutions for our clients. Our approach has been recognised globally by Investors in People (IIP) since 2006, and just recently Investors in People acclaimed us as the first and only company in the Philippines to achieve back-to-back We Invest in People Platinum– their highest standard of accreditation.

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