Assistant Service Manager

Dawlance; Punjab; On-site; PKR 480,000 - 960,000; Full time

Job summary

Dawlance is seeking an Assistant Service Manager to join the Customer Service team in Faisalabad. The role focuses on overseeing AWS operations, resolving customer complaints, and ensuring service quality in line with company standards.

Ideal candidates have 1–2 years of experience in service operations and a Bachelor’s degree in Engineering. The position involves coordinating with dealers and franchises to uphold service excellence and safety compliance.

Qualifications

• Bachelor’s degree in Engineering or related field.
• 1–2 years of relevant experience in customer service or service management.

Responsibilities

• Oversee daily operations of AWS and ensure quality service per standards.
• Handle customer complaints and coordinate with staff for timely resolution.
• Ensure recurring issues are prevented by monitoring service quality and actions taken.
• Maintain controls over system documents and correct errors with Branch Manager.
• Build strong relationships with dealers and franchises to support service quality.
• Review branch and franchise reports on revenue, customer satisfaction, quality, and warranty issues.
• Monitor warranty costs, expenses, revenue, and service quality improvement initiatives.
• Oversee daily collections, reconciliation, and bank deposits; report to Branch Manager.
• Ensure compliance with company policies, SOPs, and procedures.
• Guide staff to achieve KPIs and ensure SOP adherence.
• Promote health and safety compliance across the team.
• Contribute to development and implementation of system procedures and training.

Skills

Interpersonal skills

Communication

Complaint handling

Product knowledge

Service operations

Education

Bachelor’s degree in Engineering

Job description

Dawlance is looking for a dynamic and motivated Assistant Service Manager to join our Customer Service team in Faisalabad. If you have a strong understanding of customer service operations, service management, complaint resolution, and after-sales service and are looking to grow your career with one of Pakistan’s leading home appliance brands, we’d love to hear from you.

Responsibilities

• Oversee daily operations and performance of Authorized Workshop Services (AWS) and ensure employees deliver quality service as per defined standards.
• Handle customer complaints and coordinate with relevant employees to ensure timely and effective resolution.
• Ensure resolved complaints do not recur by monitoring service quality and taking appropriate corrective actions.
• Maintain proper checks and controls over system documents and ensure errors are identified and corrected in consultation with the Branch Manager.
• Maintain strong relationships with dealers and franchises to support business objectives and service quality.
• Monitor and review branch and franchise reports related to revenue, customer satisfaction, quality, warranty issues, and training.
• Monitor warranty costs, operational expenses, revenue generation, and service quality improvement initiatives.
• Monitor daily collections, reconciliation, and bank deposits, and report the same to the Branch Manager.
• Ensure compliance with company policies, regulations, SOPs, and established systems and procedures.
• Guide employees in achieving defined KPIs and ensure SOPs and operational standards are consistently followed.
• Ensure employees are aware of and comply with relevant health and safety precautions.
• Support the development and implementation of system procedures and provide necessary training to departmental personnel.
• Perform other duties and assignments as directed by the Branch Manager.

Education

• Bachelor’s degree ideally in Engineering.

Experience

• 1–2 years of relevant experience.

Skills

• Strong interpersonal and communication skills.
• Effective customer complaint handling skills.
• Good technical knowledge of home appliance products.
• Functional knowledge of service operations and processes.
• Ability to monitor service quality, costs, and operational performance.

If you are passionate about customer service and service excellence, join Dawlance and be part of our team.