After Sales Supervisor, Paranaque

Job Scope:

The After-Sales Support Supervisor oversees post-sale services related to HVAC products, ensuring timely, professional, and efficient resolution of client concerns. This role ensures the technical team delivers quality service, coordinates warranty claims, and maintains customer satisfaction. The supervisor also manages documentation, provides technical support to customers and internal teams, and drives improvements in service performance.

Key Responsibilities:

• Coordinate after after sales service schedules for HVAC installations, repairs, and maintenance with Project Manager.
• Handle escalated customer concerns and provide solutions within service standards.
• Monitor warranty claims, parts replacement requests, and preventive maintenance contracts.
• Ensure documentation of all service-related transactions and generate service performance reports.
• Provide technical guidance and troubleshooting assistance to clients and field teams.
• Maintain service level KPIs (response time, resolution time, customer satisfaction, etc.).
• Collaborate with sales, warehouse, and procurement departments for parts availability and service planning.
• Recommend improvements in processes and service delivery to reduce repeat issues.
• Ensure compliance with safety standards, policies, and manufacturer guidelines.

Qualifications:

• Bachelors Degree in Mechanical Engineering, Electrical Engineering, or related technical field is an advantage, or any course related to Customer Service.
• At least 35 years of experience in HVAC after-sales or technical service, with 2+ years in a supervisory or team lead role.
• Strong knowledge of HVAC systems, components, and maintenance procedures.
• Experience handling customer service tools.
• Excellent communication and problem-solving skills.
• Ability to lead and motivate a team of service technicians.
• Willing to travel to project sites and client locations when required.