Technical Service Department Head

1Rotary Trading Corporation; Taguig; Hybrid; PHP 900,000 - 1,200,000; Full time

Job summary

1Rotary Trading Corporation is seeking an experienced professional to lead our HVAC service center operations in the Philippines. You will oversee daily service center activities, manage repair and warranty processes, and coordinate with suppliers and technicians to ensure timely customer support.

You will maintain deep product knowledge, provide technical guidance to customers and internal teams, and drive quality assurance, testing, and training programs for frontline staff.

Qualifications

• Bachelor’s Degree in Mechanical Engineering, Electrical Engineering, or related field.
• 5–10 years in HVAC technical operations, after-sales service, or technical management.
• Strong knowledge of HVAC systems, troubleshooting, installation, and maintenance.
• Experience handling warranty claims and technical customer support.
• Strong leadership and people management skills.
• Excellent communication and presentation skills.
• Proficient in technical documentation and reporting.
• Willing to conduct field visits and client meetings when necessary.

Responsibilities

• Oversee daily operations of the service center to ensure efficient and timely customer support.
• Develop and implement service standards, policies, and procedures.
• Monitor service turnaround time and customer satisfaction metrics.
• Manage repair, maintenance, and warranty service processes.
• Coordinate with suppliers, technicians, and operations teams for service-related concerns.
• Ensure proper documentation and reporting of service activities.
• Lead product quality evaluation and testing activities.
• Identify defects, recurring issues, and improvement opportunities.
• Coordinate with suppliers/manufacturers regarding quality concerns and corrective actions.
• Develop QA procedures and testing standards.
• Prepare quality reports and recommendations for management.
• Develop and conduct product training programs for customer service staff, sales teams, dealers/distributors, and customers when necessary.
• Create training materials, manuals, and technical documentation.
• Ensure all frontline personnel are updated on new products and product changes.
• Manage customer hotline operations and support channels.
• Establish escalation procedures for complex customer issues.
• Monitor customer feedback and recommend service improvements.
• Maintain high standards of professionalism and customer satisfaction.

Skills

HVAC systems

Troubleshooting

Installation & maintenance

Leadership

Communication

Technical documentation

Education

Bachelor’s Degree in Mechanical Engineering / Electrical Engineering

Job description

Key Responsibilities

1. Service Center Management

• Oversee daily operations of the service center to ensure efficient and timely customer support.

• Develop and implement service standards, policies, and procedures.

• Monitor service turnaround time and customer satisfaction metrics.

• Manage repair, maintenance, and warranty service processes.

• Coordinate with suppliers, technicians, and operations teams for service-related concerns.

• Ensure proper documentation and reporting of service activities.

2. Product Technical Support & Knowledge Management

• Maintain comprehensive knowledge of all products, including:

  • Technical specifications

  • Features and benefits

  • Installation and operation

  • Troubleshooting procedures

  • Warranty policies

• Provide technical guidance and support to customers, dealers, and internal teams.

• Assist sales and marketing teams with technical product information.

3. Product Quality Assurance & Testing

• Lead product quality evaluation and testing activities.

• Identify product defects, recurring issues, and improvement opportunities.

• Coordinate with suppliers/manufacturers regarding quality concerns and corrective actions.

• Develop QA procedures and testing standards.

• Prepare quality reports and recommendations for management.

4. Product Training

• Develop and conduct product training programs for:

  • Customer service staff

  • Sales teams

  • Dealers/distributors

  • Customers when necessary

• Create training materials, manuals, and technical documentation.

• Ensure all frontline personnel are updated on new products and product changes.

5. Customer Hotline & Customer Support

• Manage customer hotline operations and support channels.

• Ensure prompt handling of customer inquiries, complaints, and technical concerns.

• Establish escalation procedures for complex customer issues.

• Monitor customer feedback and recommend service improvements.

• Maintain high standards of professionalism and customer satisfaction.

Qualifications

• Bachelor’s Degree in Mechanical Engineering, Electrical Engineering, or related Engineering field.

• Minimum of 5 to 10 years experience in HVAC technical operations, after-sales service, or technical management.

• Strong knowledge of HVAC systems, troubleshooting, installation, and maintenance.

• Experience handling warranty claims and technical customer support.

• Strong leadership and people management skills.

• Excellent communication and presentation skills.

• Proficient in technical documentation and reporting.

• Willing to conduct field visits and client meetings when necessary.