Field Service Supervisor

Astrophysics Asia Inc.; Pasay; On-site; PHP 600,000 - 900,000; Full time

Job summary

Astrophysics Asia Inc. is seeking an experienced Service Manager to oversee day-to-day field service operations in Metro Manila. The role focuses on leading the field service team, handling customer communications, and ensuring timely service delivery.

You will manage quotations for visits and warranties, track service claims, and optimize logistics. The position emphasizes training, compliance, and contract renewals to drive revenue and satisfaction.

Responsibilities

• Manage day-to-day field tasks and functions of the field Service team.
• Answer phone calls and emails from customers, respond quickly and courteously to resolve service needs and ensure customer service satisfaction.
• Provide quotations for service visits, warranty contracts and installation, and process orders accordingly.
• Oversee field service operations and monitor customer satisfaction.
• Assist in project management and oversee special projects for HE products
• Create and assign service claims, and complete required documentation.
• Track and follow-up on service claims and spare parts shipping.
• Optimize service logistics, including preventative maintenance schedule, field assignments, and travel.
• Review and approve employee expense reports and submit to accounting.
• Manage service compliance requirements for key customers and projects.
• Prepare service department reports, including project compliance reports, field service utilization, field failures, warranty contracts etc.
• Record internal service revenue “bookings,” including training, parts and warranty contracts.
• Review weekly AR with accounting and ensure that every customer has been properly invoiced for parts and service work performed.
• Oversee the training program, including registration, course logistics and training materials, issue certificates etc.
• Oversee warranty contract renewal program, promote contract sales and achieve agreed warranty revenue targets.
• Oversee customer survey program via surveys and phone calls to record and track customer service satisfaction and opportunities for improvement.
• Regularly review work completed by service team to check for correct spelling and grammar, attention to detail, accuracy and department policy compliance.
• Assist in launch of new service offices as required.
• Assume Service Manager responsibilities when the Service Manager is out of the office.
• Additional tasks as assigned by management.

Skills

Field service management

Customer service orientation

Communication

Team leadership

Job description

Functions:

• Manage day-to-day field tasks and functions of the field Service team.


• Answer phone calls and emails from customers, respond quickly and courteously to resolve service needs and ensure customer service satisfaction.


• Provide quotations for service visits, warranty contracts and installation, and process orders accordingly.


• Oversee field service operations and monitor customer satisfaction


• Assist in project management and oversee special projects for HE products


• Create and assign service claims, and complete required documentation.


• Track and follow-up on service claims and spare parts shipping.


• Optimize service logistics, including preventative maintenance schedule, field assignments, and travel.


• Review and approve employee expense reports and submit to accounting.


• Manage service compliance requirements for key customers and projects.


• Prepare service department reports, including project compliance reports, field service utilization, field failures, warranty contracts etc.


• Record internal service revenue “bookings,” including training, parts and warranty contracts.


• Review weekly AR with accounting and ensure that every customer has been properly invoiced for parts and service work performed.


• Oversee the training program, including registration, course logistics and training materials, issue certificates etc.


• Oversee warranty contract renewal program, promote contract sales and achieve agreed warranty revenue targets.


• Oversee customer survey program via surveys and phone calls to record and track customer service satisfaction and opportunities for improvement.


• Regularly review work completed by service team to check for correct spelling and grammar, attention to detail, accuracy and department policy compliance.


• Assist in launch of new service offices as required.


• Assume Service Manager responsibilities when the Service Manager is out of the office.


• Additional tasks as assigned by management.

Competencies:

• Demonstrates job knowledge.


• Shows loyalty consistently to Astrophysics.


• Drives quality and excellence.


• Works well with others.


• Communicates effectively and thoughtfully.


• Demonstrates dependability in all aspects of work.


• Shows initiative and responsiveness.