After Sales Service Manager (Retail and Service Center)

Digits Trading Corporation; Quezon City; Vor Ort; PHP 1.200.000 - 2.400.000; Vollzeit

Zusammenfassung

Digits Trading Corporation is seeking an After-Sales Service Manager to lead post-sales support, focusing on RMA and service-center operations. The role requires strategic leadership, process optimization, and strong experience in high-volume service networks.

You will oversee RMA workflows, coordinate with warehouses, and drive improvements in repair velocity, cost-to-serve, and customer satisfaction. A solid engineering/operations background and 5+ years of managerial experience are preferred.

Qualifikationen

• Bachelor’s degree in Engineering (Electronics, Electrical, Mechanical, Industrial, Mechatronics) or Operations/Technology Management.
• Master’s degree is an advantage.
• 10 years of experience in after-sales service, RMA, or service center operations.
• Minimum 5 years in a managerial role.
• Proven experience in high-volume RMA, warranty management, and service partner networks.

Aufgaben

• Strategic Leadership: Develop and execute after-sales strategies aligned with business and customer experience goals; Manage budgets, resources, and service teams across RMA and Service Centers; Define, monitor, and report KPIs (repair TAT, first-time fix rate, cost-to-serve, CSAT/NPS); Drive continuous improvement, tech upgrades, and cost optimization.
• RMA Management: Establish and manage an efficient end-to-end RMA process (repair, replacement, refund); Coordinate with Warehouse and Logistics for timely inspection and disposition of returns; Reduce fraudulent returns and manage reverse logistics to suppliers or repair facilities; Analyze RMA trends and provide feedback to Product, Quality, and Manufacturing teams.
• Service Center Operations: Oversee in-house and authorized third-party Service Centers; Develop initiatives to make Service Centers revenue-generating; Ensure technician training, certification, and compliance with service standards; Manage spare parts inventory and implement quality control measures; Ensure asset control, physical security, and proper equipment management.
• Customer Experience & Compliance: Act as final escalation point for complex after-sales issues; Ensure compliance with warranty policies, consumer protection laws, and company standards; Implement customer feedback mechanisms and promote a customer-centric service culture.

Kenntnisse

Leadership

People management

Process optimization

RMA management

Ausbildung

Bachelor's degree in Engineering or Operations/Technology Management

Master's degree preferred

Tools

ERP systems

CRM systems

SAP

Oracle

Salesforce

ServiceNow

Jobbeschreibung

After-Sales Service Manager

(RMA & Service Center Operations)

Job Description

The After-Sales Service Manager leads and optimizes all post-sales support operations, with primary responsibility for Return Merchandise Authorization (RMA) and Service Center management. This role ensures high customer satisfaction, operational efficiency, and consistent service quality across all service touchpoints.

The ideal candidate is a strategic and hands-on leader with strong experience in technical service operations, logistics, process improvement, and team leadership within the consumer electronics or a similar technical industry.

Key Responsibilities

Strategic Leadership

• Develop and execute after-sales strategies aligned with business and customer experience goals
• Manage budgets, resources, and service teams across RMA and Service Centers
• Define, monitor, and report KPIs such as repair TAT, first-time fix rate, cost-to-serve, and CSAT/NPS
• Drive continuous improvement initiatives, technology upgrades, and cost optimization

RMA Management

• Establish and manage an efficient end-to-end RMA process (repair, replacement, refund)
• Coordinate with Warehouse and Logistics for timely inspection and disposition of returns
• Reduce fraudulent returns and manage reverse logistics to suppliers or repair facilities
• Analyze RMA trends and provide feedback to Product, Quality, and Manufacturing teams

Service Center Operations

• Oversee in-house and authorized third-party Service Centers
• Develop initiatives to make Service Centers revenue-generating
• Ensure technician training, certification, and compliance with service standards
• Manage spare parts inventory and implement quality control measures
• Ensure asset control, physical security, and proper equipment management

Customer Experience & Compliance

• Act as final escalation point for complex after-sales issues
• Ensure compliance with warranty policies, consumer protection laws, and company standards
• Implement customer feedback mechanisms and promote a customer-centric service culture

Qualifications

• Bachelor’s degree in Engineering (Electronics, Electrical, Mechanical, Industrial, Mechatronics) or Operations / Technology Management
• Master’s degree is an advantage
• 10 years of experience in after-sales service, RMA, or service center operations
• Minimum 5 years in a managerial role
• Proven experience in high-volume RMA, warranty management, and service partner networks

Preferred:

• Lean Six Sigma, ITIL, ISO 9001 certifications
• ERP / CRM systems exposure (SAP, Oracle, Salesforce, ServiceNow)
• Technical repair or OEM certifications