Asst. Manager - Service

Monark Equipment Corp.; Davao City; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Monark Equipment Corp. in the Philippines seeks a Service Operations Manager to lead customer service, plan field activities, and supervise technicians to ensure timely completion of work orders.

The role focuses on cost control, KPI driven performance, cross-functional coordination with Sales, Purchasing, and Service Administration, and ensuring safety and compliance across all service activities. Strong leadership and communication skills are required to coach teams and ensure high customer

Qualifications

• Graduate of any Engineering course.
• A degree in Mechanical or Electrical Engineering is preferred.
• Candidates with a two-year technical or vocational qualification may be considered if they possess substantial relevant experience.

Responsibilities

• Build and maintain strong customer relationships, address service concerns, resolve operational issues, and provide timely updates on work order status and completion schedules.
• Plan, organize, and supervise service activities, including technician assignments, manpower utilization, workshop resources, and service vehicle scheduling to ensure efficient and timely job completion.
• Monitor work orders, technician productivity, service reports, and timecards to ensure quality workmanship, accurate documentation, and compliance with established service standards.
• Coordinate with Service Advisors to review parts requests and withdrawals, prepare and finalize service quotations, and ensure timely submission of cost estimates to customers.
• Monitor outstanding work orders, identify delays, and implement action plans to minimize aging WIP and ensure timely invoicing.
• Work closely with Sales, Rental Operations, Purchasing, Service Administration, contractors, and other departments to ensure parts, tools, materials, and technical resources are available when needed.
• Monitor KPIs, man-hour utilization, service lead times, operating costs, and profitability to achieve targets and maintain equipment availability.
• Utilize company systems to plan service activities, track work orders, and maintain accurate operational records.
• Lead toolbox meetings, coach and evaluate team members, monitor performance, identify competency gaps, and implement development plans to improve productivity.
• Ensure compliance with environmental, health, and safety requirements, contamination control policies, housekeeping standards, and procedures.
• Identify opportunities to improve service quality, operational efficiency, customer satisfaction, and ISO/compliance adherence.
• Ensure proper use, maintenance, and safekeeping of company tools, equipment, vehicles, and assets.

Skills

Heavy Equipment Operations

Service Planning

Customer Relationship Management

Team Leadership

Financial Analysis

Cost Control

Problem-Solving

Communication

Strategic Planning

Health & Safety

Systems & Information

Continuous Improvement

Education

Engineering degree

Mechanical or Electrical preferred

Two-year technical/vocational considered with experience

Tools

None listed

Job description

Key Responsibilities

• Customer Service and Relationship Management: Build and maintain strong customer relationships, address service concerns, resolve operational issues, and provide timely updates on work order status and completion schedules.

• Service Operations Management: Plan, organize, and supervise service activities, including technician assignments, manpower utilization, workshop resources, and service vehicle scheduling to ensure efficient and timely job completion.

• Work Order Monitoring: Monitor work orders, technician productivity, service reports, and timecards to ensure quality workmanship, accurate documentation, and compliance with established service standards.

• Parts and Quotation Management: Coordinate with Service Advisors to review parts requests and withdrawals, prepare and finalize service quotations, and ensure timely submission of cost estimates to customers.

• Work-in-Process (WIP) Management: Monitor outstanding work orders, identify delays, and implement action plans to minimize aging WIP and ensure timely invoicing.

• Cross-Functional Coordination: Work closely with Sales, Rental Operations, Purchasing, Service Administration, contractors, and other departments to ensure parts, tools, materials, and technical resources are available when needed.

• Performance and Cost Management: Monitor key performance indicators (KPIs), man-hour utilization, service lead times, operating costs, and profitability to achieve business targets and maintain equipment availability.

• Systems and Process Compliance: Utilize company business systems and technical information platforms to plan service activities, track work orders, and maintain accurate operational records.

• People Management and Development: Lead toolbox meetings, coach and evaluate team members, monitor performance, identify competency gaps, and implement development plans to improve employee productivity and engagement.

• Health, Safety, and Contamination Control: Ensure compliance with environmental, health, and safety requirements, contamination control policies, housekeeping standards, and company procedures.

• Continuous Improvement: Identify opportunities to improve service quality, operational efficiency, customer satisfaction, and compliance with company and ISO standards.

• Asset Management: Ensure the proper use, maintenance, and safekeeping of company tools, equipment, vehicles, and other assigned assets.

Qualifications

Education

• Graduate of any Engineering course.

• A degree in Mechanical or Electrical Engineering is preferred.

• Candidates with a two-year technical or vocational qualification may be considered if they possess substantial relevant experience.

Experience

• At least six (6) to seven (7) years of relevant experience in heavy equipment services, generator set services, or a related industry.

• At least two (2) years of experience in a supervisory or leadership role is preferred.

• Candidates with ten (10) years of relevant experience and at least two (2) years as a Master‑Level Technician, Service Advisor, or equivalent may also be considered.

Licenses and Certifications

• Licensed Engineer is an advantage.

• Valid Professional Driver’s License with the required restriction for the position is preferred.

Required Skills and Competencies

• Heavy Equipment and Technical Service Operations

• Service Planning and Work Order Management

• Customer Relationship Management

• Team Leadership and People Development

• Business and Financial Analysis

• Cost Control and Profitability Management

• Problem-Solving and Decision-Making

• Communication, Negotiation, and Presentation Skills

• Strategic Planning and Resource Allocation

• Occupational Health, Safety, and Contamination Control

• Business Systems and Technical Information Systems

• Continuous Improvement and Process Compliance

Working Conditions

• Primarily office- and service-facility-based, with regular local and occasional international travel for official business.

• Requires coordination with customers, technicians, and other departments to address service requirements and operational concerns.

• May require availability outside regular working hours to respond to urgent service and equipment support needs.