Service Technical Supervisor(OUTSOURCED)

Hammerjack Pty Ltd; Taguig; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a Senior Technical Training Manager to lead the development and delivery of comprehensive training for service engineers, installers, and partners in the Philippines. You will design programs, certify technicians, and drive service quality across field operations.

The role requires strong HVAC/white goods product knowledge, excellent communication, and travel readiness in a fast-paced, multicultural environment. Fluency in English is essential; Mandarin is a plus.

Qualifications

• Bachelor's degree or higher in Electrical, Mechanical, HVAC, Electronics Engineering, or related field.
• 5 years (Supervisor) or 8 years (Manager) in after-sales service, technical support, or technical training for major home appliances.
• Strong knowledge of air conditioners, refrigerators, washing machines and other white goods.
• Travel frequently and work in a fast-paced, multicultural environment.
• Fluent in English; Mandarin Chinese is an advantage.

Responsibilities

• Develop and deliver technical training programs for service engineers, installers, and authorized service partners.
• Create, maintain, and update technical documentation including manuals and guides.
• Provide technical support and guidance for complex product issues and field repairs.
• Analyze recurring issues and drive corrective actions with Quality, R&D and Product teams.
• Develop and manage technician certification and competency assessment programs.
• Monitor service center performance and identify capability gaps and improvements.
• Support new product introductions with readiness plans and training materials.
• Ensure repair procedures and service practices comply with policies and quality requirements.
• Collaborate with multiple teams to resolve technical issues and improve customer satisfaction.
• Collect field failure data and provide technical feedback to headquarters.
• Conduct audits, field visits, and on-site coaching to improve repair quality.

Skills

Technical training

Service operations

HVAC knowledge

White goods familiarity

Education

Bachelor's degree in Electrical, Mechanical, HVAC, Electronics Engineering

Tools

MS Office

LMS

Job description

Key Responsibilities:

• Develop and deliver technical training programs for service engineers, installers, and authorized service partners to enhance technical competency and service quality.
• Create, maintain, and update technical documentation, including service manuals, repair procedures, troubleshooting guides, and training materials.
• Provide technical support and guidance for complex product issues, escalations, and field repair activities.
• Analyze recurring technical issues, identify root causes, and work with Quality, R&D, and Product teams to drive corrective and preventive actions.
• Develop and manage technician certification and competency assessment programs to ensure consistent service standards.
• Monitor the technical performance of service centers and field engineers, identify capability gaps, and implement improvement plans.
• Support new product introductions by developing service readiness plans, technical documentation, repair solutions, and training programs.
• Ensure repair procedures, installation standards, and service practices comply with company technical policies and quality requirements.
• Collaborate with Service Operations, Quality, Supply Chain, Product Management, and Customer Service teams to resolve technical issues and improve customer satisfaction.
• Support product quality improvement initiatives by collecting and analyzing field failure data and providing technical feedback to headquarters.
• Conduct regular technical audits, field visits, and on-site coaching to improve repair quality and technician capability.
• Prepare technical reports, training effectiveness analyses, and service quality metrics, and recommend continuous improvement initiatives.

Requirements

• Bachelor's degree or higher in Electrical, Mechanical, HVAC, Electronics Engineering, or a related field.
• Minimum 5 years (Supervisor) or 8 years (Manager) of experience in after-sales service, technical support, or technical training for major home appliances.
• Strong technical knowledge of air conditioners, refrigerators, washing machines, and other white goods.
• Good understanding of after-sales service operations and service performance management.
• Proficient in Microsoft Office; LMS experience is a plus.
• Willing to travel frequently.
• Fluent in English; Mandarin Chinese is an advantage.
• Able to work effectively in a fast-paced, multicultural environment.