Aftersales Manager

Gatronova; Karachi Division; On-site; PKR 1,800,000 - 3,600,000; Full time

Job summary

Gatronova is seeking an experienced After-Sales Manager to lead the after-sales operations for our two-wheeler electric vehicle business in Karachi. You will oversee service operations, dealer/service centers, warranty management, spare parts, and customer satisfaction initiatives.

Responsibilities include developing service strategies, monitoring KPIs, coordinating across Sales, Product Development, Supply Chain, and Quality, and building a strong dealer network across territories.

Qualifications

• Bachelor's degree or equivalent in a relevant engineering/administration field.
• 5–8 years of experience in after-sales, automotive, EV, or related sectors.
• Experience in managing service centers/dealership networks and leading technical teams.

Responsibilities

• Lead and manage the overall after-sales and service operations for two-wheeler EVs.
• Develop and implement service strategies to achieve customer satisfaction and business objectives.
• Manage and monitor service centers, workshops, and dealer service operations.
• Establish service standards, SOPs, warranty procedures, and customer-care processes.
• Monitor warranty claims, spare parts availability, repair turnaround time, and service quality.
• Develop and manage spare parts and inventory planning processes.
• Analyze customer complaints and implement corrective and preventive actions.
• Monitor KPIs including service turnaround, first-time fix rate, warranty cost, and customer satisfaction.
• Train and develop service technicians and dealer/service-center teams.
• Coordinate with Sales, Product Development, Supply Chain, Quality, and Technical teams to resolve field issues.
• Identify recurring technical issues and feedback for product/quality improvements.
• Develop and maintain a strong dealer/service network across territories.
• Ensure compliance with policies, safety standards, and procedures.
• Prepare reports on after-sales performance, warranty, complaints, parts, and operations.
• Drive initiatives to improve customer retention and ownership experience.

Skills

Leadership

Customer focus

Analytics

MS Office

ERP/SAP

Education

Bachelor's degree in Mechanical, Electrical, Automotive Engineering, Business Administration, or a relevant discipline

Tools

MS Office

ERP/SAP

Job description

We are looking for an experienced and result-oriented After-Sales Manager to lead and manage the after‑sales operations for our two‑wheeler electric vehicle business. The incumbent will be responsible for ensuring customer satisfaction, developing service operations, managing dealerships/service centers, and improving overall after‑sales performance.

Key Responsibilities

• Lead and manage the overall after-sales and service operations for two-wheeler EVs.
• Develop and implement service strategies to achieve customer satisfaction and business objectives.
• Manage and monitor service centers, workshops, and dealer service operations.
• Establish service standards, SOPs, warranty procedures, and customer‑care processes.
• Monitor warranty claims, spare parts availability, repair turnaround time, and service quality.
• Develop and manage the spare parts and inventory planning process.
• Analyze customer complaints and implement corrective and preventive actions.
• Monitor key after‑sales KPIs including service turnaround time, first‑time fix rate, warranty cost, customer satisfaction, and repeat complaints.
• Train and develop service technicians and dealer/service‑center teams.
• Coordinate with Sales, Product Development, Supply Chain, Quality, and Technical teams to resolve field issues.
• Identify recurring technical issues and provide feedback for product and quality improvements.
• Develop and maintain a strong dealer/service network across assigned territories.
• Ensure compliance with company policies, safety standards, and technical procedures.
• Prepare regular reports on after‑sales performance, warranty, customer complaints, spare parts, and service operations.
• Drive initiatives to improve customer retention and overall ownership experience.

Qualifications & Experience

• Bachelor's degree in Mechanical, Electrical, Automotive Engineering, Business Administration, or a relevant discipline.
• 5–8 years of relevant experience in after‑sales, automotive, motorcycle, EV, or related industries.
• Experience in managing service centers/dealership networks and technical teams.
• Strong understanding of electric two‑wheelers, batteries, motors, controllers, charging systems, and EV troubleshooting will be an advantage.
• Hands‑on experience in warranty management, spare parts, customer complaints, and service operations.
• Strong leadership, communication, problem‑solving, and analytical skills.
• Proficiency in MS Office and familiarity with ERP/SAP systems will be preferred.