Aftersales Operations Manager

MZTC Careers - OPPO Authorized Exclusive Distributor Philippines; Taguig; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

MZTC Careers - OPPO Authorized Exclusive Distributor Philippines is seeking an Aftersales Operations Manager to oversee service operations, ensure high repair quality, and deliver a consistent customer experience.

You will monitor KPIs, drive process improvements, coordinate with service centers, retail stores, and technical teams, and manage warranty and repair processes across multiple locations in the Philippines, with travel as required.

Job description

The Aftersales 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.
• Conduct regular service center visits and operational reviews to ensure compliance and identify areas for improvement.

Technical Operations & Support

• 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.
• Work closely with technical teams to identify recurring product issues and implement appropriate corrective actions.
• Review repair quality and ensure proper use of diagnostic tools, repair procedures, and technical guidelines.
• Coordinate with headquarters/principal technical teams regarding major technical issues, product defects, software/hardware concerns, and technical updates.
• Monitor and analyze recurring technical cases and recommend preventive measures.
• Ensure service technicians and relevant retail personnel are properly trained and updated on new products, technologies, repair procedures, and technical standards.

Warranty & Repair Management

• Oversee warranty claims, repair processes, replacement units, and technical escalation cases.
• Ensure warranty policies and procedures are properly implemented across service centers and applicable retail locations.
• Monitor parts consumption, repair accuracy, warranty performance, and service-related costs.
• Coordinate with Spare Parts and Inventory teams to ensure the availability of critical parts and minimize repair delays.
• Review cases involving repeat repairs, product defects, customer complaints, and technical escalations.

Retail Operations & Customer Service

• Ensure retail stores properly implement customer service and aftersales processes.
• Monitor the handling of customer inquiries, product concerns, warranty requests, and service-related cases.
• Coordinate with Retail and Store Operations teams to ensure timely escalation and resolution of technical and customer concerns.
• Maintain consistent service standards and customer experience across retail locations.
• Conduct regular store visits and operational audits to identify gaps in service delivery, process compliance, and store execution.
• Work closely with Retail teams to improve coordination between sales activities and aftersales services.

Data Analysis & Reporting

• Prepare and analyze regular reports on service center and retail performance, technical cases, repair trends, warranty claims, and customer feedback.
• Use operational and technical data to identify trends, recurring issues, and performance gaps.
• Track key service KPIs and develop action plans for underperforming areas.
• Present performance updates, insights, and recommendations to management.
• Provide data-driven recommendations to improve operational efficiency and customer satisfaction.

People Management

• Lead, coach, and develop service center, technical, and relevant retail operations teams.
• Monitor team productivity and ensure proper manpower allocation.
• Conduct performance reviews and provide guidance to improve technical and operational capabilities.
• Identify training needs and coordinate with the Training Team to address capability gaps.
• Ensure teams follow company policies, safety procedures, and service standards.

Process Improvement

• Identify opportunities to streamline repair, service, warranty, and retail aftersales processes.
• Develop and implement SOPs, workflow improvements, and quality-control measures.
• Lead initiatives that improve repair turnaround time, first-time fix rate, service quality, productivity, and customer satisfaction.
• Conduct root-cause analysis on recurring operational and technical issues and recommend corrective and preventive actions.
• Support new product launches by preparing service processes, technical training, and aftersales readiness.

Qualifications

• 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.
• Experience managing service centers, technical teams, warranty operations, retail operations, or repair networks is highly preferred.
• Strong understanding of service KPIs such as TAT, first-time fix rate, repeat repair rate, productivity, service quality, warranty performance, and CSAT.
• 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.

Preferred Background

• Candidates with experience in mobile phones, consumer electronics, telecommunications, appliances, automotive aftersales, retail operations, or other technical service industries would be highly relevant.
• Experience managing multi-location service centers, retail stores, technical teams, or aftersales operations is a strong advantage.