Lead Aftersales & Service

Gatronova; Karachi Division; On-site; PKR 1,800,000 - 3,200,000; Full time

Job summary

Gatronova is seeking a Lead Aftersales & Service to head after-sales operations for two-wheeler EVs. You will oversee service centers, warranty management, and dealer networks to ensure top-notch customer satisfaction across territories.

You will develop service strategies, standard operating procedures, and KPI tracking while coordinating with Sales, Product Development, and Quality teams to drive continuous improvement in reliability and ownership experience.

Qualifications

• 5-8 years of after-sales/ automotive/ EV experience.
• Experience managing service centers and dealer networks.
• Strong leadership, communication, and analytical skills.
• Familiarity with warranty management, spare parts and service ops.
• Knowledge of EV components and troubleshooting is an advantage.

Responsibilities

• Lead after-sales and service operations for two-wheeler EVs.
• Develop service strategies to achieve customer satisfaction and business goals.
• Manage 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, and service quality.
• Develop spare parts and inventory planning processes.
• Analyze customer complaints and implement corrective actions.
• Train service technicians and dealer/service-center teams.
• Coordinate with Sales, Product Development, Supply Chain, Quality and Technical teams.
• Identify recurring issues and feedback for product/quality improvements.
• Develop and maintain a strong dealer/service network across territories.
• Prepare regular reports on after-sales performance, warranty, and service operations.
• Drive initiatives to improve customer retention and ownership experience.

Skills

Leadership

Communication

Problem-solving

Analytical skills

Education

Bachelor's degree in Mechanical Engineering

Bachelor's degree in Electrical Engineering

Bachelor's degree in Automotive Engineering

Bachelor's degree in Business Administration

Relevant discipline

Tools

MS Office

ERP/SAP

Job description

We are looking for an experienced and result-oriented Lead Aftersales & Service 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.