Aftersales Manager

Evee, an electric scooter brand under Fusion Engineering (Private) Limited, is revolutionizing urban travel in Pakistan by offering smart, sustainable, and durable scooters. Designed with sleek, modern aesthetics, evee caters to the needs of city riders who seek an eco-friendly and reliable alternative to conventional transportation. The company is committed to using environmentally responsible materials and manufacturing processes, aiming to reduce its ecological footprint while providing high-performance mobility solutions. Whether for daily commutes, errands, or leisure, evee invites riders to embrace the future of sustainable transportation.

The Aftersales Manager role is a full-time, on-site position based in Lahore. This role is responsible for managing all post-sale customer service operations, including warranty claims, service scheduling, and parts management. The Aftersales Manager ensures that customer issues are resolved promptly and effectively, maintaining high standards of service quality. Leading the customer service team, this position sets performance benchmarks, monitors service delivery, and drives continuous improvements based on data analysis. Collaboration with sales and operations teams is essential to enhance the overall customer experience and foster brand loyalty. Building strong relationships with customers, service partners, and internal stakeholders is a key part of the role to support repeat business and customer satisfaction.

Key Responsibilities

- Oversee all aftersales activities, including warranty management, service scheduling, and parts logistics to ensure efficient operations.
- Lead and support the customer service team by setting performance standards, monitoring service quality, and coaching team members.
- Analyze service data and key performance indicators to identify trends and implement process improvements.
- Collaborate closely with sales and operations departments to align aftersales strategies with business goals.
- Build and maintain strong relationships with customers, service partners, and internal teams to enhance customer satisfaction and loyalty.
- Manage customer inquiries and complaints professionally, ensuring timely and effective resolution.
- Drive initiatives to improve the overall customer experience and support brand reputation.

Required Qualifications

- Proven experience in aftersales operations, including managing service centers, warranties, and parts logistics.
- Strong customer service skills with a focus on customer satisfaction and complaint handling.
- Solid analytical abilities to interpret service data, track KPIs, and recommend improvements.
- Exposure to sales or sales support functions, understanding the impact of aftersales on customer retention and revenue.
- Demonstrated leadership skills, including team management, coaching, and performance monitoring.
- Excellent communication and interpersonal skills with the ability to work effectively across departments.
- Bachelor’s degree in Business, Engineering, Management, or a related field, or equivalent practical experience.
- Proficiency in CRM systems, service management software, and basic office productivity tools.

Preferred Qualifications and Benefits

- Experience in the automotive, mobility, or consumer electronics sectors is highly advantageous.
- Opportunity to work with a forward-thinking brand committed to sustainability and innovation.
- Be part of a dynamic team driving the future of urban mobility in Pakistan.

This role offers a unique chance to contribute to a growing company focused on eco-friendly transportation solutions while developing leadership skills in a fast-paced environment.