Aftersales Manager

Millennial Zeal Technology Corporation; Taguig; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Millennial Zeal Technology Corporation in Metro Manila, Taguig seeks an Aftersales / Retail Operations Manager to oversee service centers, warranties and escalation processes. You will drive service excellence, monitor KPIs, and lead cross-functional teams to ensure a consistent customer experience.

The role requires 5–8 years in aftersales or retail operations, with strong technical knowledge and leadership capabilities. Travel to service centers and stores may be required.

Qualifications

• Bachelor's degree in Engineering, Electronics, IT, Business Admin, Operations Management or related field.
• 5–8 years of experience in aftersales, service or retail operations with at least 2–3 years in a supervisory role.
• Strong knowledge of mobile devices, electronics, troubleshooting, repair processes, and data analysis.

Responsibilities

• Oversee day-to-day operations and performance of service centers and aftersales activities.
• Monitor KPIs: repair turnaround, service productivity, repeat repairs, customer satisfaction, and service quality.
• Develop initiatives to improve service efficiency, productivity and customer experience.
• Analyze service center performance and identify gaps and improvement areas.
• Ensure proper implementation of aftersales policies, procedures and service standards.
• Oversee technical support and troubleshooting for smartphones and related products.
• Guide on complex technical issues, defects, repair procedures and diagnostics.
• Oversee warranty claims, repairs, replacements, and escalation cases.
• Lead, coach and develop service center, technical and retail ops teams.
• Identify opportunities to streamline repair, service, warranty and aftersales processes.

Skills

Aftersales operations

Service operations

Supervisory experience

Technical troubleshooting

Excel

PowerPoint

Stakeholder management

Team leadership

Education

Bachelor's degree in Engineering/ Electronics/ Information Technology/ Business Administration/ Operations Management

Tools

Reporting tools

Job description

About the role

The Aftersales / Retail Operations Manager is responsible for overseeing the overall operational and technical performance of the company's aftersales and service operations. The role ensures efficient service delivery, high repair quality, timely resolution of technical concerns, strong customer satisfaction, and consistent compliance with company standards. The position will work closely with Service Centers, Retail Stores, Technical Support, Spare Parts, Customer Service, Sales, and other cross-functional teams to monitor operational performance, resolve technical and service concerns, improve processes, and ensure a consistent customer experience.

Key responsibilities

• Oversee the day-to-day operations and performance of service centers and aftersales activities.

• Monitor key operational KPIs, including repair turnaround time, service productivity, repeat repairs, customer satisfaction, and service quality.

• Develop and implement initiatives to improve service efficiency, productivity, and customer experience.

• Analyze service center performance and identify operational gaps and areas for improvement.

• Ensure proper implementation of aftersales policies, procedures, and service standards.

• Oversee technical support and troubleshooting for smartphones, mobile devices, and related products.

• Provide guidance on complex technical issues, product defects, repair procedures, and diagnostic concerns.

• Oversee warranty claims, repair processes, replacement units, and technical escalation cases.

• Lead, coach, and develop service center, technical, and relevant retail operations teams.

• Identify opportunities to streamline repair, service, warranty, and retail aftersales processes.

About you

• Bachelor's degree in Engineering, Electronics, Information Technology, Business Administration, Operations Management, or a related field.

• 5–8 years of experience in aftersales, service operations, retail operations, technical support, repair operations, or consumer electronics.

• At least 2–3 years of experience in a supervisory or managerial capacity.

• Strong technical knowledge of mobile devices, smartphones, electronics, hardware/software troubleshooting, and repair processes.

• Strong analytical and problem-solving skills, with the ability to interpret operational and technical data.

• Good knowledge of Microsoft Excel, PowerPoint, and reporting tools.

• Strong communication, leadership, coordination, and stakeholder-management skills.

• Willingness to travel to different service centers and retail locations when required.