Service Manager - Davao

Your role

Mission: 

Lead, guide, and support a team of Service Engineers, ensure that they have the resources and guidance necessary to provide excellent service and solve customer concerns efficiently, providing proper instructions that follow standard procedures. Develop a team with an excellent service attitude, with the vision of obtaining customer satisfaction and the achievement of business objectives (in line with the indicators of the service operations and the global vision of the organization).

Job Descriptuon: 

• Acts as a people manager, builds a diverse & motivated team, involved in recruitment and onboarding.
• Manages FSE team’s performance, HR tasks (expenses, time, registration, holidays, reviews) and competence development
• Collaborate closely with planners, service operations manager, technical support, and Sales team to carry out instructions accurately and efficiently 
• Monitor service engineers’ performance in terms of behavior, technical knowledge, skill, customer centricity, and compliance with standard operating procedures. 
• Track and monitor KPIs such as Safety, First Time Fix, Repeat Visit, Certification, NPS Customer Satisfaction, MAM Sync, Time on site and other related KPIs leading to service excellence.
• Ensure that all service engineers are properly equipped with the proper tools and PPEs 
• Follow and enforce all service engineers to comply with all SOP which includes but not limited to the deployment process, submission of all required documents to close out the job, proper tagging of man hours, MAM sync, and others. 
• Oversees urgent issues and escalations
• Ensures profitability of jobs by monitoring planned vs. executed and quality costs
• Provide technical assistance via 24-hour service hotline support 
• Track and monitor all customer deployments, issues, concerns, and action plans 
• Ensure a 2 to 4-hour response time to all customers and stakeholders 
• Conducts regular team and one-to-one meetings to address concerns and issues, discuss best practices, people recognition, and process improvements. 
• Monitor and manage all activities including but not limited to PM, repair, overhauling, cleaning of coolers, brazing of dryers, testing, and startup of equipment.
• Ensure all tools and equipment are calibrated and in good working condition.
• Implement 5S and use of proper uniform to all service engineers in the workshop area and customer site.
• Participate as needed in customer collaboration meetings with promptness and diligence. 
• Improve soft and technical skills of FSEs, ensuring that they are certified and qualified to do the job
• Perform duties in accordance with Atlas Copco standards, while striving to meet the needs and expectations of the customer 

Sustainability: 

• Conserve environmental and company resources by adapting to digital work instructions and programs.
• Actively report risk observations through Bwise or as instructed by the SHEQ (Safety, Health, Environment and Quality Control) supervisor. 
• Participate in Health and Safety programs and observe SHEQ policies and guidelines. (see Quality Management in SharePoint for reference)  

Performance and Development: 

• Subscribe to individual training and development program in Learning Link. 
• Participate in all employee engagement programs such as: Cafe and, team building, bootcamp, toolbox meeting and ACEC. 
• Provide objective feedback to immediate manager for improvement, share bright ideas and report BCOP (Business Code of Practice) violations within the organization or of external stakeholders. 

To succeed, you will need

Experience

• Desirable working experience in a similar industry leading or managing Service Operations team doing equipment installation, commissioning, site technical assessment, preventive, and corrective maintenance. 

Knowledge

• Computer proficiency  
• Proficient in Microsoft applications such as Excel, Word, PowerPoint, Outlook, etc. 
• Excellent communication and presentation skills both written and verbal 
• Efficient work management 
• Customer Relationship/Management, Retention skills, Coaching and Mentoring 
• Leadership experience
• Product technical knowledge 

In return, we offer

Benefits upon hire:

    • Group Corporate Travel Insurance
    • Group Life Insurance
    • Meal Allowance
    • Mobile Allowance/Mobile Plan
    • Online Training Programs
    • Personal Accident Insurance
    • Shuttle service/service vehicle
    • Birthday GC
    • Coffee Allowance
    • Company Events
    • HMO
    • International Training Programs
    • Bigger Regular Holiday Payment
    • Wellness Program
    • Christmas GC

         
Benefits upon regularization:

    • Christmas GC
    • Christmas Door Prize
    • Annual Salary Review
    • Medicine Allowance
    • Medicine Subsidy (70/30) - Group Hospitalization Plan
    • Gratuity Pay 
    • Rice Allowance
    • Salary Loan
    • Uniform
    • Wedding Gift
    • Service Award
    • Retirement Plan
    • Bereavement Benefit
    • Bereavement Leave
    • Sick Leave
    • Prolong Sick Leave
    • Vacation Leave
    • Additional Anniversary Leave

Other Perks:

    • Free medical exam
    • A friendly, family-like environment
    • Plenty of opportunity to grow and develop
    • A culture known for respectful interaction, ethical behavior and integrity.Access to global Job opportunities, as part of Atlas Copco Group

Job location

Contact information