Aftersales & Technical Support Senior Manager

We are looking for an experienced Aftersales & Technical Support Senior Manager who will lead our aftersales and technical support function and serve as a key technical link between CBK, our customers, internal teams, suppliers, and international principals.

This is more than a customer service role. We are looking for someone who can understand products technically, investigate product issues, work directly with manufacturers and principals, and help us evaluate new products and technologies.

The role will also involve local and international travel for supplier meetings, factory visits, product evaluation, technical discussions, exhibitions, and product knowledge development.

What You'll Do

Aftersales & Technical Support

• Lead the company's aftersales and technical support operations.
• Oversee product concerns, warranty claims, returns, defects, and technical inquiries.
• Provide technical guidance to customers, branches, Sales, and other internal teams.
• Investigate recurring product issues and identify root causes and appropriate solutions.
• Develop and improve processes for technical support, warranty evaluation, and product issue resolution.

Supplier & Principal Coordination

• Act as a key technical contact for suppliers, manufacturers, and principals.
• Coordinate product defect investigations and technical concerns with suppliers/principals.
• Review product specifications, manuals, technical documents, test results, and other product information.
• Work with suppliers and principals on corrective actions, product improvements, replacement arrangements, and other resolutions.
• Build strong working relationships with local and international technical representatives.

Product Evaluation & New Products

• Evaluate new products, product technologies, tools, equipment, and other hardware/home improvement products.
• Assess product functionality, specifications, quality, performance, application, and suitability for the Philippine market.
• Provide technical recommendations to Management regarding new products, product improvements, replacement, or discontinuation.
• Participate in product demonstrations, testing, technical training, and product development activities.

International Exposure

• Represent CBK in supplier meetings, factory visits, trade exhibitions, technical conferences, and product demonstrations.
• Travel internationally to visit manufacturers and principals, evaluate new products, and obtain technical knowledge and recommendations.
• Identify relevant product innovations and technologies that may add value to CBK's product portfolio.

Leadership

• Lead, coach, and develop the Aftersales & Technical Support team.
• Establish and monitor performance measures for aftersales service, technical support, warranty resolution, and product concerns.
• Work closely with Sales, Marketing, Purchasing, Product Management, Branch Operations, and other departments.

What We're Looking For

• Bachelor's degree in Engineering, Business Administration, Marketing, or a related field.
• 5- 8 years or more of relevant experience in aftersales, technical support, product management, engineering, quality, or a related field.
• Proven experience in a managerial or senior leadership role.
• Strong technical knowledge of hardware, tools, equipment, building materials, home improvement products, or related products.
• Experience handling product defects, warranty claims, technical investigations, and root-cause analysis.
• Experience working directly with suppliers, manufacturers, principals, or international technical teams.
• Strong ability to understand and interpret product specifications and technical documentation.
• Excellent communication, negotiation, analytical, and problem-solving skills.
• Strong leadership and stakeholder management skills.
• Willingness to undertake local and international business travel.
• Strong command of written and spoken English.

Why Join CBK?

At Co Ban Kiat Hardware, Inc., you'll be part of a company with more than 100 years of experience in the hardware and home improvement industry, while working with established and emerging product brands.

You will have the opportunity to:

• Work directly with international suppliers and principals
• Participate in factory visits and international product activities
• Discover and evaluate new products and technologies
• Influence product quality and technical standards
• Lead a technical and aftersales function
• Work cross-functionally with Sales, Marketing, Purchasing, Operations, and Management

Ready to take on a role that goes beyond traditional aftersales?

Apply now and be part of CBK's next chapter in product, technical, and aftersales excellence.