National Manager - After Sales
Job Overveiw:
People Perfect is looking for a National Manager – Aftersales for leading nationwide after-sales service operations for TV products, ensuring operational excellence across branches, warehouses, call centers, and Authorized Service Partners (ASPs). The role focuses on enhancing customer satisfaction, improving service quality, managing spare parts and inventory, and driving service KPIs while ensuring compliance with company standards.
Job Responsibilities:
- Lead and manage nationwide after-sales operations across regions, service centers, warehouses, call centers, and ASPs.
- Drive achievement of national service KPIs, including TAT, FTFR, CSAT/NPS, and service quality.
- Develop and implement after-sales policies, SOPs, processes, and operational standards.
- Monitor regional and ASP performance, compliance, and service quality.
- Oversee spare-parts availability, inventory management, PSI, and asset accountability.
- Ensure standardized service operations through audits, work-order reviews, and performance monitoring.
- Coordinate with product, sales, supply chain, finance, IT, and other departments for operational requirements.
- Support new product service readiness, including training, technical information, and spare-parts planning.
- Manage service-related costs, ASP incentives, claims, warranty reimbursements, and payments.
- Lead replacement/exchange operations and key improvement projects.
- Analyze KPI data, identify gaps, and implement corrective actions.
- Drive continuous improvement in service efficiency and customer experience.
Qualifications & Experience:
- Bachelor's or Master's degree in Business Administration (BBA), Management, Engineering (Electrical/Electronics/Mechanical), or a related field.
- Proficiency in Microsoft Excel and ERP/CRM systems.
- 10-15 years of experience in after-sales service and branch operations / consumer electronics, home appliances, or service operations, with experience managing ASPs, customer service, and field service teams.
- Strong knowledge of service policies, SOP implementation, operational governance, KPI management, inventory & spare parts planning, budgeting, CRM systems, and team leadership. Location: Lahore