National Manager - After Sales

People Perfect is seeking a National Manager – Aftersales to lead and oversee the nationwide after-sales service operations for TV products. This role is critical in ensuring operational excellence across multiple touchpoints, including branches, warehouses, call centres, and Authorised Service Partners (ASPs). The primary focus is to enhance customer satisfaction by improving service quality, managing spare parts and inventory efficiently, and driving key service performance indicators while maintaining strict compliance with company standards.

Key Responsibilities

- Lead and manage after-sales operations across all regions, service centers, warehouses, call centers, and ASPs to ensure seamless service delivery.
- Drive the achievement of national service KPIs such as Turnaround Time (TAT), First Time Fix Rate (FTFR), Customer Satisfaction (CSAT/NPS), and overall service quality.
- Develop, implement, and maintain after-sales policies, standard operating procedures (SOPs), processes, and operational standards to ensure consistency.
- Monitor the performance and compliance of regional teams and ASPs, ensuring adherence to service quality benchmarks.
- Oversee spare parts availability, inventory management, planning, and asset accountability to support uninterrupted service operations.
- Conduct regular audits, review work orders, and monitor performance metrics to standardize service operations.
- Collaborate with cross-functional teams including product, sales, supply chain, finance, and IT departments to meet operational requirements.
- Support new product service readiness by coordinating training, technical documentation, and spare parts planning.
- Manage service-related financial aspects such as cost control, ASP incentives, claims processing, warranty reimbursements, and payments.
- Lead replacement and exchange operations along with driving key improvement projects aimed at enhancing service delivery.
- Analyze KPI data to identify gaps and implement corrective measures to improve service efficiency.
- Promote continuous improvement initiatives to elevate customer experience and operational effectiveness.

Required Qualifications

- Bachelor’s or Master’s degree in Business Administration (BBA), Management, Engineering (Electrical, Electronics, Mechanical), or a related discipline.
- Proficient in Microsoft Excel and experienced with ERP and CRM systems.
- 10 to 15 years of progressive experience in after-sales service and branch operations, preferably within consumer electronics, home appliances, or service operations.
- Demonstrated experience managing ASPs, customer service teams, and field service operations.
- Strong knowledge of service policies, SOP implementation, operational governance, KPI management, inventory and spare parts planning, budgeting, CRM systems, and team leadership.

Location

This position is based in Lahore.

This role offers an excellent opportunity for a seasoned professional to lead a critical function within a dynamic organization, driving operational excellence and customer satisfaction across a nationwide network.