Department manager
Mandaluyong
Job Description
Posted on 6 May 2025
This position manages a team of Technical Support Engineers who support a variety of Mitsubishi Electric products and technologies, including Melsec PLC, GOT HMIs, Melservo Motion Systems, FreqRol VFDs. In addition to the managerial responsibilities, this role will coordinate with the necessary product related departments to schedule training, handle escalations, and prepare for new product release.- Develop, create, and maintain a cross-functional team responsible for supporting assigned Mitsubishi Electric FA products.
- Identify or lead, and support process changes to enhance the support experience for the customer and/or improve internal productivity for the business.
- Develop and motivate a team of Technical Support engineers through performance coaching, career planning and professional development objectives.
- Foster a strong collaborative environment where all processes and procedures are followed.
- Takes personal responsibility for directing and influencing others to respond and adapt to change and effectively communicate change initiatives to direct reports.
- Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied.
- Facilitate customer resolution for escalated calls by engaging with Commercial Engineering, Product Management, Sales and Distribution and other stakeholders as necessary.
- Manage a team to attain business objectives and established KPIs.
- Manage individual group performance goals and collaborate with all other support groups to meet the overall business performance goals.
- Manage staffing to meet the cyclic demands of your teams assigned queues.
- Ensure that the support staff exhibits the proper techniques and behavior to ensure the customer receives an outstanding support experience.
- Work with other managers to ensure operational consistency.
- Drive continuous improvement in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring, management and optimization.
- At least 15 years of experience the automation industry
- Preferably 5 years of experience in handling a small team
- Well knowledgeable of project and team management
- Highly analytical and above average problem-solving skills
- Good communication skills (English, Nihongo)
- Adept in the use of MS Office, particularly MS Word
- Highly organized and goal-oriented
Work location
CITY OF MANDALUYONG, NCR, SECOND DISTRICT
Remarks
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