ASP Management Specialist (Customer Service)

ASUS; Pasig; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Competitive Salary

Quarterly Bonus

Engagement Activities

Holiday Break

HMO and Group Life Insurance

Medicine Reimbursement

Statutory Benefits

Job summary

ASUS Philippines is seeking a Service Center Operations Manager to lead daily operations, target setting, and cross‑department coordination across Technical, Finance, Logistics, and Parts teams in Ortigas, Pasig City.

You will oversee ASP pending cases, monitor KPIs, train staff, conduct audits, and drive process improvements while communicating updates to stakeholders and ensuring timely resolutions.

Qualifications

• Bachelor’s degree in computer science, IT, or equivalent.
• 3–5 years relevant experience in service center or operations.
• Strong verbal and written English (Tagalog optionally).
• Experience in Service Center operations is a plus.
• Preferably with L3 Technical Experience in Electronics.
• Excellent multitasking, prioritization and problem-solving.
• Willingness to travel and work in Ortigas, Pasig City.

Responsibilities

• In charge of the service center's routine operation and development of operating targets.
• Generation of ASP Daily Pending cases.
• Data gathering and analyzing daily pending.
• Communicating pending cases and updates.
• Timely escalation and internal communication of major service issues and status updates to ensure alignment across departments.
• Analysis on the ASP pending cases, assess TAT and penalties for case management.
• Handle escalations from distributor, dealer and customer (customer complaints, DTI, process approvals).
• Consolidate efforts and synchronize consensus among Technical, Finance, Logistics and Parts departments.
• Oversee overall service operations of ASP (manpower, productivity, results).
• Onsite visit for audit purposes.
• Conduct training for new service center staff and refresher training.
• Monthly KPI meetings and reporting to HQ and local teams.
• Monitor pending RMA cases and daily incoming/closed cases.
• Provide weekly and monthly KPI results across all service centers.
• Implement HQ regulations, policies and procedures.

Skills

Leadership

Service Center Ops

English & Tagalog

Cross-Functional Collaboration

Travel Readiness

Education

Bachelor’s degree in computer science, IT, or equivalent

Job description

• In charge of the service center's routine operation and development of operating targets.
• Generation of ASP Daily Pending cases.
• Data gathering and analyzing daily pending.
• Communicating pending cases and updates.
• Timely escalation and internal communication of major service issues and status updates is required to ensure alignment across departments and avoid delays in resolution.
• Analysis on the ASP pending cases, assess TAT and impose penalties for case management.
• Handling incoming escalations coming from distributor, dealer and customer (i.e., customer complaint cases, DTI cases, process-related escalations, approval requests).
• Consolidate efforts and synchronize consensus among multi-departments such as Technical Department, Finance Department, Logistics and Parts Department, etc.
• Overseeing overall service operations of ASP (manpower, productivity, results).
• Onsite visit for audit purposes.
• Conducting training for new service center staff and refresher training.
• Monthly meeting based on KPI results with the ASP.
• HQ and local coordination and reporting.
• Monitor pending RMA cases and day-to-day incoming and closed cases per ASP.
• Providing weekly and monthly KPI results across all service centers.
• Implementation of HQ regulations, policies and procedures.

Technical Capability Support (Key Focus Area)

• Actively support and drive capability building for ASPs in high-level technical repair (Level 3 and Level 4 repairs), including motherboard-level diagnostics, BGA replacement, and component-level soldering.
• Ensure ASPs have access to necessary tools, technical training, and repair documentation for advanced troubleshooting and repair activities.
• Work closely with HQ technical team and vendors to provide guidance, knowledge-sharing, and performance tracking on complex repairs.
• Monitor success rates, repair TAT, and repeated failure ratios on L3/L4 cases, and develop corrective plans with ASPs to ensure service quality.
• Promote continuous skill upgrades among technical staff and identify key ASPs to be certified or upgraded as L3/L4-capable sites.
• Process Optimization and Project Management:
• Conduct in-depth analysis on existing service processes and workflows to identify bottlenecks, inefficiencies, and areas of improvement.
• Lead or participate in improvement initiatives or special projects aimed at enhancing service performance, efficiency, and customer satisfaction.
• Document findings and propose corrective actions with measurable outcomes, followed by implementation and follow-up review.

What You Bring

• Bachelor’s degree in computer science, IT, or equivalent.
• With at least 3-5 years relevant experience in the related field.
• Strong verbal and written communication skills in English (and/or Tagalog).
• Experience in Service Center operations is a plus.
• Preferably with L3 Technical Experience in Electronics
• Excellent multitasking, prioritization, and problem-solving skills.
• A positive attitude, adaptability to a fast-paced environment, and a commitment to delivering results.
• Ability to collaborate effectively with partners and team members.
• Willingness to travel and work in Ortigas, Pasig City.

Why Join Us

• Competitive Salary – We value your skills and reward your contributions.
• Quarterly Performance Bonus – Earn more based on your performance.
• Monthly Employee Engagement Activities – Connect with colleagues through fun team events and activities.
• ASPH Holiday Break – Enjoy a 2-week break in December for a better work-life balance.
• HMO and Group Life Insurance (Upon regularization) – Comprehensive health coverage for you and your dependents.
• Medicine Reimbursement – Covers optical expenses, over-the-counter medicines, any dental-related medicines and gym membership.
• Complete Statutory Benefits – We provide full compliance with all legal requirements.

Don’t miss this opportunity to grow your career while maintaining a balanced lifestyle.