Aftersales Manager

Hytera; Taguig; On-site; PHP 350,000 - 520,000; Full time

Job summary

Hytera in the Philippines is seeking a skilled service operations professional to manage end-to-end service cases, troubleshoot equipment and software, and coordinate with third-party centers for hardware repairs.

You will handle warranty administration, communicate timelines to customers, and contribute to service improvements while training partners and internal teams on procedures.

Qualifications

• Bachelor's degree in Electronics, Electrical or Computer Engineering, Information Technology, or a related field.
• At least three years in technical support, after-sales service, repair coordination, or service operations.
• Proactive with sales teams and customers; team player and customer-centric.
• Troubleshooting across equipment, applications, servers, and IP networks; experience with service cases and escalations.
• Strong customer service, communication, training, and documentation skills; able to work independently with competing priorities.
• Experience coordinating service partners, administering warranties, or improving service workflows is preferred.

Responsibilities

• Own service cases from assessment to closure, prioritizing issues by urgency and impact.
• Troubleshoot equipment, software, server, and network issues; coordinate corrective actions and escalate as needed.
• Coordinate third-party service centers for hardware repairs, monitoring quality and turnaround.
• Manage warranties, returns, replacements, and repair costs; approve routine cases within policy.
• Keep customers informed of case status, timelines, and next steps; resolve service complaints professionally.
• Deliver training and support materials for channel partners, customers, and internal teams.
• Maintain service records, approvals, reports, and protect customer information; monitor recurring issues.
• Assist with commissioning, acceptance testing, handover, and coordinate ongoing support with internal teams.

Skills

Customer-centric

Team player

Troubleshooting

Communication

Documentation

Education

Bachelor's degree in Electronics, Electrical or Computer Engineering, Information Technology or related field

Job description

• Own service cases from assessment to closure, prioritizing issues by urgency, customer impact, and agreed service commitments.
• Troubleshoot equipment, software, server, and network issues; coordinate approved corrective actions and elevate complex faults to specialist teams.
• Coordinate third-party service centers responsible for hardware repairs, monitoring repair quality, turnaround, equipment movements, and completion.
• Manage warranty claims, returns, replacements, and repair costs. Approve routine cases within policy and delegated limits; uplift exceptions and higher‑value requests.
• Keep customers and partners informed of case status, next steps, and expected timelines, and resolve service complaints professionally.
• Deliver practical training and support materials for channel partners, customers, and internal teams on operation, administration, troubleshooting, and service procedures.
• Maintain service records, approvals, and reports; protect customer information, monitor recurring issues, and recommend service improvements.
• Assist with commissioning, acceptance testing, and handover when required, and coordinate ongoing support with relevant internal teams.

Qualifications

• Bachelor's degree in Electronics, Electrical or Computer Engineering, Information Technology, or a related field.
• At least three years of relevant experience in technical support, after‑sales service, repair coordination, or service operations.
• Proactive in engagement with sales team and customers.Teamplayer and Customer‑Centric.
• Practical troubleshooting skills across equipment, applications, servers, and IP networks, with experience handling service cases and technical escalations.
• Strong customer service, communication, training, and documentation skills; able to work independently and manage competing priorities.
• Experience coordinating service partners, administering warranties, or improving service workflows is preferred.
• Good in learning and acquiring new skills and technologies.