Service Team Lead (Cebu)

MONDO CUCINA INC.

Is currently looking for:

SERVICE TEAM LEAD (CEBU)

 I.  POSITION OBJECTIVE

The Field Service Team Lead ensures to deliver exceptional service, improve team performance, and contribute to company’s success through developing and leading the team, ensuring operational efficiency, providing technical expertise for complex issues, scheduling technicians and or ASC – (Authorize Service Center) to optimize service and installation coverage and response time with high quality service that enhances customer satisfaction.

SPECIFIC DUTIES AND RESPONSIBILITIES

Scope Overview:

The scope overview of a Field Service Team Lead encompasses leadership, operations, technical and installation expertise, and customer relationship management to ensure efficient and high-quality service delivery.

• Assign and monitor technicians and ASC – (Authorize Service Center) tasks.
• Ensure timely responses to customer issues.
• Check tool and spare part availability.
• Address urgent service escalations.

• Review team performance (response times, customer feedback).
• Resolve recurring issues.

• Analyze service trends and suggest operational improvements.
• Conduct technician and ASC – (Authorize Service Center) performance reviews and identify training needs.
• Collaborate with departments (Sales, QA) for feedback and strategies.

• Review and update service strategies based on performance data.
• Identify areas for cost optimization and operational efficiency.
• Present a quarterly performance review and action plan to After Sales Manager.

• Evaluate the team’s overall performance and achievements.
• Analyze and report on annual trends, customer satisfaction, and team performance.

1. Customer Satisfaction

• Ensure prompt service, resolve customer complaints, and maintain high satisfaction scores.

1. Team Productivity

• Oversee and support technicians and ASC (Authorize Service Center) to meet service deadlines and achieve performance targets.

1. Operational Efficiency

• Manage schedules, spare parts, and tools to ensure on-time, first-visit resolution for repairs.

1. Technical Support

• Address complex appliance issues and ensure consistent service quality.

1. Cost Management

• Control service costs, optimize technician routes, and minimize spare part wastage.

1. Reporting and Data Analysis

• Monitor service KPIs, analyze trends, and provide actionable insights to improve performance.

1. Collaboration and Feedback

• Coordinate with Sales, Quality, and Product teams to address recurring product issues and enhance customer experience.

KPI – Key Performance Indicator:

1. Service Completion Rate

• Percentage of jobs finished on time.

1. First-Time Fix Rate

• Percentage of issues resolved on the first visit.

1. Customer Satisfaction

• Ratings or feedback from customers.

1. Team Productivity

• Number of service calls completed by the team.

1. Response Time

• Time taken to respond to customer requests.

• After Sales Manager
• PMI & Customer Care
• Sales and Accounting

• Customers
• Properties, Dealers

• ECE, ME or EE Engineering or Technical course graduate
• Relevant certifications in Appliance Repair from manufacturers or trade school
• Leadership Management Training
• Safety Training

• Technical Expertise
• Leadership and Team Management
• Customer Focus
• Problem Solving and Critical Thinking
• Organizational Skills
• Cost Management
• Communication skills
• Safety Awareness
• Adaptability and Continuous Learning

• Appliance System Knowledge
• Troubleshooting and Diagnostic