General Appliance After-sales Service Manager

Hammerjack Pty Ltd; Taguig; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Hammerjack Pty Ltd. is seeking a seasoned Service Operations Manager to oversee the nationwide after-sales network for home appliances in the Philippines.

You will lead installation, maintenance, and customer satisfaction, and manage performance of service partners from order to service completion. Responsibilities include building and optimizing service processes, tracking KPIs like TAT, FFR, CSAT, and driving digital transformation of operations.

Qualifications

• Bachelor's degree or above in business, engineering or related fields.
• 5-8 years of service operation management experience.
• Experience managing service partners or a national network.
• Data-driven thinking and solid analytical and reporting capabilities.
• Fluent in English and the local language.

Responsibilities

• Build and manage a nationwide network for refrigerator, washing machine, and air conditioner installation and maintenance services.
• Develop and optimize service operation processes, SOPs, and quality standards.
• Monitor KPIs for daily services (TAT, FFR, CSAT).
• Manage the performance of service partners and conduct regular reviews, training, and incentives.
• Collaborate with logistics, spare parts, and sales teams to ensure seamless customer experience from order to service completion.
• Lead the digital transformation of service operations (system integration, online tracking, etc.).
• Analyze service data and identify areas for improving efficiency and reducing costs.
• Handle major customer complaints and develop preventive mechanisms.
• Prepare service reports and support budgeting and strategic planning.

Skills

Project management

Cross-functional coordination

Data-driven thinking

Analytical reporting

English proficiency

Education

Bachelor's degree or above in business/engineering

Job description

Job Objectives:

Responsible for the overall service network and operation management of the large-scale home appliance after-sales service, including installation, maintenance, customer satisfaction, and the performance of service partners.

Main Responsibilities:

• Build and manage a nationwide network for refrigerator, washing machine, and air conditioner installation and maintenance services.
• Develop and optimize service operation processes, standard operating procedures (SOPs), and quality standards.
• Monitor key performance indicators (KPIs) for daily services, such as turnaround time (TAT), first repair rate (FFR), and customer satisfaction (CSAT).
• Manage the performance of service partners and conduct regular reviews, training, and incentive evaluations.
• Collaborate with the logistics, spare parts, and sales teams to ensure a seamless customer experience from order to service completion.
• Lead the digital transformation of service operations (system integration, online tracking, etc.).
• Analyze service data and identify areas for improving efficiency and reducing costs.
• Handle major customer complaints and develop preventive mechanisms.
• Prepare service reports and support annual budgeting and strategic planning.

Requirements:

• Bachelor's degree or above, majoring in business, engineering or related fields.
• 5-8 years of service operation management experience. Those with experience in the home appliance or consumer electronics industry are preferred.
• Experience in managing service partners or a national network.
• Excellent project management and cross-departmental coordination skills.
• Data-driven thinking and solid analytical and reporting capabilities.
• Fluent in both English and the local language.