Business Area: Cebu Global Customer Services

Job Summary:

Responsible for providing technical support to field engineers, technicians, and product support who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems and/or complex software. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customers/users where the product is highly technical or sophisticated in nature.

Roles and Responsibilities:

    • Monitor and report on the performance of vendors to ensure delivery in line with contractual obligations and key performance metrics: CSAT, AHT, Abandon Rate, Remote Fix, Time to Resolve.
    • Lead, facilitate and participate in WBRs, MBRs and QBRs with vendor operations management team and senior leaders to discuss performance and business results.
    • Conducts MBR with internal senior leadership and Service Delivery stakeholders to report on business area performance.
    • Align with Global TSC and Asia Pacific Service Delivery Management for vendor service improvement plans.
    • Work and coordinate with internal Global TSC Teams to ensure alignment of initiatives, projects, and KPIs.
    • Liaise with internal service delivery operations teams on service delivery matters and escalations.
    • Coordinates and interfaces with internal Service Delivery team, Commercial and Customer operations teams and Technical Support Vendors to ensure alignment of service standard and processes while catering to unique customer demand and requirement where possible.
    • Ensures readiness of the site on new product launches and new business support.
    • Work with internal training SME/L2 on the site training requirements.
    • Work with Global Sourcing Team on contractual changes with necessary contract amendments.
    • Leads improvement initiatives and projects with alignment to Global TSC and Asia Pacific Service Delivery Strategies.
    • Drive and lead annual strategic planning with vendor sites, with alignment to Global TSC and Asia Pacific Service Delivery strategic initiatives.
    • Ensure all vendors will get the right amount of support and guidance required to be successful.
    • Conduct site visits with vendors to maintain strong partnership and relationship.
    • Exhibit the organizational values and ensure a high level of professionalism and in adherence to the company’s code of business conduct while working with vendors.
    • Drive and demand high performance results from vendors while remaining polite and approachable.
    • Forecast and manage annual budget for the Technical Support Centers being managed.
    • Validates expense charges against the managed cost centers to ensure alignment of cost.
    • Reviews and processes payments to vendors.
    • Ensures site initiatives with cost implications are aligned to strategy and within forecasted budget.

Education, Experience and Certifications Basic Requirements:

  • Graduate of bachelor’s degree
  • Must have a minimum of 7 years of operations management experience in a technical support or customer service program in a Call Center or Shared Services setting
  • At least 1.5 years in a senior role (preferred)
  • COPC, ISO, ITIL certification (preferred)
  • Experience in vendor management is ideal
  • Excellent communications skills both verbal and written
  • Must be comfortable in preparing and doing presentations to internal senior leaders of the organization
  • Project management experience
  • Experience working with different cultures and different levels in the organization
  • Excellent negotiation skills
  • Excellent people skills

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