Aftersales Manager | Sialkot

Pak Elektron Limited (PEL), established in 1956 in collaboration with AEG Germany, is a leading manufacturer of electrical goods in Pakistan and a key player in the national engineering sector. As part of the Saigol Group, PEL is recognized for its high-quality electrical equipment and home appliances, supported by strong engineering expertise. The company operates through two main divisions: Appliances and Power, and invests heavily in developing engineers, skilled workers, and technicians through apprenticeship and training programs.

The Aftersales Manager position based in Rawalpindi is a full-time, on-site role responsible for managing post-sale service operations for customers in the Sialkot region. This role focuses on overseeing warranty and service processes, coordinating with service centers and technical teams, and ensuring timely resolution of customer issues. The manager will monitor service quality, analyze performance metrics, and implement improvements to enhance customer satisfaction and retention. Daily responsibilities include supervising customer service staff, supporting sales teams with aftersales insights, and maintaining detailed documentation of cases, feedback, and service activities. Collaboration with internal stakeholders is essential to align aftersales policies with business objectives and uphold brand standards.

Key Responsibilities

- Ensure the highest level of quality service to reduce repeat repairs and improve response times for customers and dealers.
- Monitor, control, and minimize operational expenditure, managing activities within the allocated budget.
- Conduct regular visits to Authorized Service Centers (ASC) to assess performance and provide guidance for service quality improvements.
- Coordinate with Sales Teams and Dealers to ensure all complaints are resolved promptly and effectively.
- Provide timely reporting and feedback to the Customer Service Department Head Office (CSD HO) on critical issues.
- Ensure availability and maintenance of sufficient spare parts stock based on market requirements.
- Raise timely demands for spare parts procurement from CSD HO and local purchases.
- Comply with ISO9000 Quality Management System standards, ensuring all work aligns with defined quality protocols.
- Educate and train service staff to enhance their effectiveness in performing responsibilities.
- Recommend sales returns based on technical assessments and follow established sales return procedures.

Required Qualifications

- Proven experience in managing aftersales or service operations, preferably within the electrical goods or home appliances industry.
- Strong leadership skills with the ability to supervise and train customer service teams.
- Excellent coordination and communication skills to liaise effectively with sales teams, dealers, and service centers.
- Ability to analyze performance metrics and implement process improvements to enhance customer satisfaction.
- Budget management experience with a focus on controlling operational expenses.
- Knowledge of ISO9000 Quality Management System requirements and implementation.
- Proficiency in inventory management, particularly in maintaining spare parts availability.

Key Performance Indicators

- Effective liaison with CSD HO, Zonal Sales Teams, and Dealers for complaint handling.
- Achievement of customer and dealer satisfaction targets.
- Attainment of revenue goals for the Service Centre.
- Control of operational expenses within the allocated budget.

This role offers the opportunity to contribute significantly to PEL’s commitment to quality service and customer satisfaction, supporting the company’s growth in the competitive electrical goods market.