Service Supervisor

About the role

The After Sales Service Supervisor – Cebu is responsible for supervising and managing the day-to-day after-sales service operations of the Cebu Branch Office, ensuring timely, efficient, and quality technical support to customers, dealers, contractors, and other stakeholders within the assigned territory.

Key responsibilities

• Supervise the day-to-day after-sales service operations of the Cebu Branch Office and ensure timely and efficient completion of service activities within the assigned territory
• Plan, assign, and monitor service jobs, preventive maintenance schedules, troubleshooting activities, repairs, commissioning, inspections, and other technical service requirements
• Lead and supervise Service Engineers, Service Technicians, and other assigned service personnel, including work assignment, performance monitoring, coaching, and development
• Monitor the team's service response time, job completion, productivity, service quality, and compliance with established service standards and procedures
• Handle and escalate complex technical issues and customer concerns, coordinating with Head Office technical teams when specialized technical support is required
• Conduct site visits and field inspections when necessary to assess equipment conditions, validate technical concerns, and support resolution of critical service issues
• Ensure proper handling and resolution of customer complaints and service concerns, maintaining professional communication and appropriate follow-through until closure
• Coordinate with dealers, contractors, customers, and other business partners regarding service requests, technical concerns, warranty matters, maintenance requirements, and equipment performance
• Monitor warranty-related service activities and ensure proper validation, documentation, approval, and coordination in accordance with company policies

About you

• Bachelor's degree in Mechanical Engineering, or other related engineering field
• Licensed Mechanical Engineer or related professional license is preferred
• 3–5 years of relevant experience in after-sales service, HVAC, refrigeration, air-conditioning, technical service, equipment maintenance, or related field
• 1–2 years of supervisory or team leadership experience, particularly in technical service or field operations
• Experience in supervising field service personnel, managing service schedules, handling customer technical concerns, and coordinating service activities
• Working knowledge of air-conditioning and HVAC systems, including equipment components, refrigeration systems, electrical systems, controls, troubleshooting, maintenance, and repair
• Willing to conduct frequent field visits and travel within Cebu and other areas in the Visayas region as required