Technical Supervisor

Millennial Zeal Technology Corporation; Taguig; Hybrid; PHP 670,000 - 949,000; Full time

Job summary

Millennial Zeal Technology Corporation is seeking a Technical Operations Supervisor in Metro Manila to lead the repair and service- center team. You will supervise technicians, assign repair jobs, and ensure timely, quality repairs across smartphone and consumer electronics platforms.

You will monitor KPIs like TAT, First-Time Fix, and customer satisfaction, coordinate with warranty and parts teams, and drive process improvements while coaching staff and maintaining safety standards.

Qualifications

• Bachelor’s degree with a technical diploma in Electronics Engineering, Electronics Technology, Electrical Engineering, Information Technology, or a related field.
• 3–5 years of experience in technical service, repair operations, aftersales, or consumer electronics.
• 1–2 years of supervisory or team leadership experience.
• Strong technical knowledge of smartphones, mobile devices, electronics hardware, software, and troubleshooting.
• Experience in service centers, repair centers, technical support, or aftersales operations is highly preferred.

Responsibilities

• Supervise the daily activities and performance of technicians and technical staff.
• Assign and monitor repair jobs based on workload, technician capability, and priority.
• Ensure repairs are completed accurately and within established turnaround time (TAT).
• Monitor repair quality and ensure proper diagnostic and repair procedures are followed.
• Provide technical support and guidance for complex repair cases.
• Escalate unresolved or critical technical issues to the appropriate team.

Skills

Technical supervision

People management

Troubleshooting

Repair diagnostics

MS Excel

Communication

Education

Bachelor’s degree + technical diploma in electronics/electrical/IT

Tools

Microsoft Office (Excel, PowerPoint)

Job description

Key Responsibilities

Technical Operations & Supervision

• Supervise the daily activities and performance of technicians and technical staff.
• Assign and monitor repair jobs based on workload, technician capability, and priority.
• Ensure repairs are completed accurately and within established turnaround time (TAT).
• Monitor repair quality and ensure proper diagnostic and repair procedures are followed.
• Provide technical support and guidance for complex repair cases.
• Escalate unresolved or critical technical issues to the appropriate team.

Troubleshooting & Repair Quality

• Diagnose and assist in resolving hardware and software-related issues involving smartphones and other consumer electronic devices.
• Review repair cases and identify recurring technical problems or repair errors.
• Ensure proper use of diagnostic tools, repair equipment, and technical procedures.
• Conduct quality checks on completed repairs before units are released.
• Implement corrective actions for recurring technical and quality issues.
• Ensure repaired units meet established technical and quality standards.

Team Leadership & Development

• Coach, guide, and develop technicians to improve technical knowledge and repair capabilities.
• Monitor individual and team performance and provide regular feedback.
• Identify training needs and recommend appropriate technical training programs.
• Conduct technical coaching, knowledge-sharing sessions, and refresher training.
• Promote proper work discipline, safety, and compliance within the technical team.

Service Center KPIs & Performance Monitoring

• Monitor key technical and service KPIs, including:
  • Turnaround Time (TAT)
  • First-Time Fix Rate
  • Repeat Repair Rate
  • Repair Productivity
  • Repair Quality
  • Pending/Backlog Cases
  • Warranty Compliance
  • Customer Satisfaction
• Analyze technical performance and identify areas for improvement.
• Prepare regular technical performance reports and provide recommendations to management.
• Implement action plans to address performance gaps.

Warranty & Parts Coordination

• Ensure repairs are processed in accordance with warranty policies and technical guidelines.
• Validate warranty-related technical concerns and elevate exceptions when necessary.
• Coordinate with Parts/Inventory teams to ensure availability of required replacement parts.
• Monitor proper handling and usage of spare parts.
• Ensure defective parts and replaced components are properly documented and handled according to company procedures.

Customer & Service Escalations

• Support the resolution of escalated technical customer concerns.
• Provide technical explanations and recommendations for complex cases.
• Coordinate with Customer Service and Aftersales teams to ensure timely resolution.
• Assist in investigating recurring customer complaints and product issues.

Reporting & Process Improvement

• Maintain accurate records of repairs, technical issues, parts usage, and service performance.
• Prepare technical reports and updates for management.
• Identify opportunities to improve repair processes, service quality, and technician productivity.
• Recommend process improvements and corrective/preventive actions.
• Support technical readiness for new product launches and new product training.

Safety & Compliance

• Ensure technicians follow proper safety procedures when handling tools, equipment, batteries, and electronic devices.
• Ensure proper use and maintenance of technical equipment and workstations.
• Maintain a clean, organized, and safe technical work area.
• Report equipment defects, safety concerns, and other operational risks promptly.

Qualifications

• Bachelor’s degree witha technicaldiploma in Electronics Engineering, Electronics Technology, Electrical Engineering, Information Technology, or a related field.
• At least 3–5 years of experience in technical service, repair operations, aftersales, or consumer electronics.
• At least 1–2 years of supervisory or team leadership experience.
• Strong technical knowledge of smartphones, mobile devices, electronics hardware, software, and troubleshooting.
• Experience in service centers, repair centers, technical support, or aftersales operations is highly preferred.
• Knowledge of repair processes, diagnostic procedures, warranty operations, and spare parts management.
• Strong problem-solving and analytical skills.
• Good communication and people management skills.
• Proficient in Microsoft Office, particularly Excel and PowerPoint.
• Willing to work in a fast-paced service environment and handle technical escalations.

Preferred Background

• Experience in mobile phones, consumer electronics, telecommunications, appliances, or related industries.
• Experience managing technicians or service center technical teams.
• Familiarity with smartphone repair, diagnostics, firmware/software troubleshooting, and hardware replacement.
• Experience monitoring service center KPIs such as TAT, First-Time Fix Rate, Repeat Repair Rate, and repair productivity.
• Experience supporting new product launches and technical training is an advantage.

Key Competencies

• Technical Troubleshooting & Diagnostics
• Smartphone & Electronics Repair
• Technical Team Supervision
• Repair Quality Management
• Service Center Operations
• Warranty & Parts Management
• KPI Monitoring & Reporting
• Coaching & Technical Training
• Problem-Solving
• Process Improvement
• Customer Escalation Management
• Communication & Stakeholder Management
• Safety & Compliance
• Accountability & Attention to Detail