FA CENTER SUPERVISOR A. ROLE 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. This position reports directly to the FA Center Manager. B. RESPONSIBILITIES 1. Manage dual-role responsibilities of Technical Support Engineer and Team Lead responsibilities. 2. Develop, create and maintain a cross-functional team responsible for supporting assigned Mitsubishi Electric FA products. 3. Manage daily logistics for the team, including scheduling. 4. Identify or lead, and support process changes to enhance the support experience for the customer and/or improve internal productivity for the business. 5. Develop and motivate a team of Technical Support engineers through performance coaching, career planning and professional development objectives. 6. Foster a strong collaborative environment where all processes and procedures are followed. 7. Takes personal responsibility for directing and influencing others to respond and adapt to change and effectively communicate change initiatives to direct reports. 8. Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied. 9. Facilitate customer resolution for escalated calls by engaging with Commercial Engineering, Product Management, Sales and Distribution and other stakeholders as necessary. 10. Manage a team to attain business objectives and established KPIs. 11. Manage individual group performance goals and collaborate with all other support groups to meet the overall business performance goals. 12. Manage staffing to meet the cyclic demands of your teams assigned queues. 13. Ensure that the support staff exhibits the proper techniques and behavior to ensure the customer receives an outstanding support experience. 14. Work with other supervisors and managers to ensure operational consistency. 15. Drive continuous improvement in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring, management and optimization. Job Types: Full-time, Permanent Pay: Php35,000.00 - Php45,000.00 per month Benefits: Paid training Pay raise Schedule: Day shift Supplemental Pay: 13th month salary Performance bonus Yearly bonus Ability to commute/relocate: Manila: Reliably commute or planning to relocate before starting work (Required) Application Deadline: 02/28/2025 Expected Start Date: 03/17/2025