Service Network Manager at Haier Electrical Appliances Philippines, Inc. (2025-10 – Present)
Directly reporting to HQ Service Director
- Dispatch, checks, reviews, monitors and manage all dispatch Tickets or Work Orders (WO) or Job Orders (JO) or Service Reports (SR) in an end-to-end process or procedures.
- Achieve fast resolutions on Service Turn Around Time (STAT) and eliminate Long-Term Pending (LTP).
- Ensures that Service Level Agreements (SLA's) and Customer Satisfaction Scores (CSAT) are met.
- Check and review all In-Warranty claims and Out-Warranty claims in all product categories.
- Make, review and monitor CAPEX and OPEX budget and ensure that the operations are within the budget.
- Make, review and monitor major and minor multiple projects at the same time and ensure that are met on target deadlines.
- Manage Direct Service Centers (DSC's) nationwide and lead all operations of third-parties Service Providers nationwide.
- Review, accredit, maintain and expand the Authorized Service Centers (ASC), Air Conditioning Installers (ACI), Air Conditioning Specialist (ACS), Authorized Service Providers (ASP) and Contractors.
- Train all accredited Service Providers through System Training, Technical Training and Financial Training claims or rebates.
- Check and visit all accredited Service Providers nationwide and ensure that company standards is within operational excellence.
National Service Manager and Reverse Logistics Manager at Union Global Marketing Corporation (UNION and PROMAC) (2019-03 – 2025-10)
Directly reporting to the President.
- Handles all the pillars of national after-sales services through customer satisfaction and excellence.
- Lead and manages the operations of; Call Center, Shop Repair, RTS Repair, Field Services, Parts, BSCs and ASCs.
- Lead voice and non- voice customer services through; traditional, communication platforms, social media platforms and E-Commerce platforms.
- Manages and controls all units that are; For Repair, Returned, Replacement, Refund, Recall, Repackaging and Recycling.
- Monitors, control and solves all quality issues gained from after sales and make immediate solutions and recommendations to Manufacturing departments or to Suppliers.
- Approve RTVs/RPOs/RTS/BOs from all Dealers/Merchandisers/Retailers, BSCs and ASCs nationwide.
- Handles and manages all Branch Service Centers (BSCs) from Dagupan City, Legazpi City, Cebu City, Iloilo City & Davao City.
- Accrediting, maintaining, expanding and approving Authorized Service Centers (ASC) nationwide.
- Manages Parts through; Sales, Planning, Inventory, Purchasing and Forecasting.
- Check, Test and Evaluate products before their release to market.
- Handles, lead, represent and resolve if any, legal case or DTI complaint.
- Manage and coordinates reverse logistics from all Dealers/Merchandisers/Retailers nationwide.
- Conducts Seminars and Trainings to Sales, Dealers/Merchandisers/Retailers, ASCs, and Promodisers nationwide.
- Support Sales, Warehouse, Logistics, Accounting, Credit and Collection departments through excellent services.
- Continuous Improvement on all Business Process pertaining to financial cost/gain, efficiency and effectiveness.
Technical Service Manager at Excellence Appliance Technologies, Inc. (Whirlpool, Fujidenzo, Maytag & Tecnogas) (2016-12 – 2019-03)
Directly reporting to the Service and Operations Director.
- Handles all RTVs/RPOs/RTS/BOs units from all Dealers/ Merchandisers/Retailers from Luzon.
- Lead the For Repair of returned units to Class A, Class B, Class C and For Disposal.
- Ensure efficient inventories of Class A, Class B, Class C and For Disposal units.
- Ensure the fast repair of For Repair units from Dealers/Retailers.
- Lead the Rework production of brand-new units from their manufacturing defects.
- Manages Parts through Recycling, efficient Inventory and effective distribution.
- Manage and oversee maintenance, constructions, repairs and renovations of office and warehouses.
- Continuous Improvement on all Business Process pertaining to efficiency and effectiveness of the department.
Entrepreneur at Self-Employed (2014-01 – 2016-12)
- Assess and valuation of Tax Delinquent Real Properties through categories such as but not limited to; kind of real properties, classifications, land area, location, amount and profitability.
- Acquisition of real properties through public bidding by Local Government Units (LGU's).
- File, attend and perform activities as required by legal litigation from MTC, RTC, CA and SC.
- Transfer of Title, Tax Declarations for Land and Building, Power and Water.
- Gather; TCT-CTC, CCT-CTC, TD's-CTC, Tax Mapping, Subdivision Plan, CAR, Court Orders, Notice of Levy, Warrant of Levy, Affidavit of Publication, Certificate of Sale of Delinquent Property, Final Bill of Sale, Encumbrances-CTC, etc. that will be used as evidence and annexes.
- Liaise with; Assessor's Office, Register of Deeds (RD), Bureau of Internal Revenue (BIR), Land Registration Authority (LRA), Register of Deeds (RD), Bureau of Land, Office of the Solicitor General (OSG), National Printing Office – National Gazette, Philippine Postal Corporation, Department of Natural Resources (DENR), Barangays, Police Station and others.
Technical Service Manager at Acteon Philippines Corporation (2011-03 – 2013-12)
Directly reporting to the Managing Director.
- Handles all national aftersales services from all Dealers/Retailers nationwide, corporate customers & direct customers.
- Lead excellent and prompt customer service through voice and non-voice.
- Head of Warehouse; manages Pharmaceuticals, Medical devices and parts inventories.
- Check, validate and approve all Repair, Installations, Replacement and Refund from In-Warranty or Out Warranty claims by all Dealers/Retailers and Direct Customers.
- Manages and control all corporate contract services.
- Assist on permits of pharmaceutical and medical devices, such as License To Operate, Product Registration & others.
- Conducts Seminars and Trainings to Sales Department, Dealers/Retailers and Third- Party Technicians.
- Lead company Ingress and Egress of Annual Convention, Exhibits and Expos.
- Continuous Improvement on all Business Process pertaining to efficiency and effectiveness of the department.
