Aftersales Operational Manager

People Perfect is seeking an experienced Aftersales Operational Manager to oversee and lead the nationwide after-sales service operations for TV products. This role is critical in ensuring operational excellence across multiple touchpoints including branches, warehouses, call centers, and Authorized Service Partners (ASPs). The manager will focus on driving customer satisfaction, enhancing service quality, managing spare parts and inventory efficiently, and achieving key service performance indicators while maintaining strict compliance with company standards.

Key Responsibilities:
- Lead and manage comprehensive after-sales operations across branches, warehouses, call centers, and ASPs to ensure seamless service delivery.
- Monitor nationwide service performance and take proactive measures to meet or exceed operational KPIs.
- Develop, implement, and maintain service policies, standard operating procedures (SOPs), and operational controls to streamline processes.
- Collaborate closely with product and operations teams to ensure readiness for servicing new product launches.
- Oversee inventory management, spare parts planning, and asset accountability to support uninterrupted service operations.
- Conduct regular audits and inspections to maintain high standards in installation, repair, and field service activities.
- Drive improvements in customer satisfaction by reducing turnaround times and increasing first-time fix rates.
- Evaluate ASP performance continuously and implement programs for their capability development.
- Manage operational costs effectively without compromising service quality.
- Supervise warranty claims processing, incentive settlements, and service-related reimbursements.
- Prepare detailed operational reports and provide recommendations for process enhancements.

Required Qualifications:
- Bachelor’s or Master’s degree in Business Administration, Management, Electrical Engineering, Electronics Engineering, Mechanical Engineering, or a related discipline.
- Strong proficiency in Microsoft Excel and experience working with ERP and CRM systems.
- A minimum of 8 to 9 years of overall experience in after-sales service, branch operations, or service operations.
- At least 3 to 5 years of experience in a managerial capacity overseeing teams and operations.
- Demonstrated expertise in managing Authorized Service Partners, customer service operations, field service teams, as well as inventory and spare parts planning.

Preferred Qualifications and Benefits:
- Experience in the consumer electronics or home appliances industry is highly desirable, providing valuable insight into product-specific service challenges and customer expectations.
- The role is based in Lahore, offering an opportunity to lead a critical function within a dynamic and growing organization.

This position offers a challenging yet rewarding opportunity to contribute significantly to the company’s after-sales service excellence and customer satisfaction goals. If you have a strong operational background combined with leadership skills in after-sales service management, this role is an excellent fit to advance your career.