National Manager - After Sales

People Perfect; Lahore; On-site; PKR 3,500,000 - 5,000,000; Full time

Job summary

People Perfect is seeking a National Manager - Aftersales to lead nationwide after-sales service operations for TV products from Lahore. You will oversee service centers, warehouses, call centers, and ASPs to ensure high customer satisfaction and service quality.

The role demands 10–15 years in after-sales service with ASPs or branch operations, with strong governance, budgeting, and KPI management. Proficiency in Excel and ERP/CRM systems is essential, as is cross-functional collaboration with

Qualifications

• Bachelor's or Master's degree in Business Administration, Engineering, or related field.
• 10–15 years in after-sales service with ASPs, service ops or branch management.
• Proficient in Excel and ERP/CRM systems.
• Strong knowledge of SOPs, KPI management, budgeting, and inventory planning.

Responsibilities

• Lead nationwide after-sales operations across regions, service centers, warehouses, call centers, and ASPs.
• Drive national KPIs: TAT, FTFR, CSAT/NPS, and service quality.
• Develop and implement after-sales policies, SOPs, processes, and operational standards.
• Monitor regional and ASP performance, compliance, and service quality.
• Oversee spare-parts availability, inventory management, PSI, and asset accountability.
• Ensure standardised service operations through audits, work-order reviews, and performance monitoring.
• Coordinate with product, sales, supply chain, finance, IT, and other departments for operational requirements.
• Support new product service readiness, including training, technical information, and spare-parts planning.
• Manage service-related costs, ASP incentives, claims, warranty reimbursements, and payments.
• Lead replacement/exchange operations and key improvement projects.
• Analyse KPI data, identify gaps, and implement corrective actions.
• Drive continuous improvement in service efficiency and customer experience.

Skills

Leadership

KPI management

Policy implementation

Operational governance

Team coordination

Budgeting

Service excellence

Education

Bachelor’s or Master’s degree in Business Administration / Engineering

Tools

Microsoft Excel

ERP/CRM systems

Job description

Job Overview:

People Perfect is looking for a National Manager - Aftersales for leading nationwide after-sales service operations for TV products, ensuring operational excellence across branches, warehouses, call centres, and Authorised Service Partners (ASPs). The role focuses on enhancing customer satisfaction, improving service quality, managing spare parts and inventory, and driving service KPIs while ensuring compliance with company standards.

Job Responsibilities:

• Lead and manage nationwide after-sales operations across regions, service centers, warehouses, call centers, and ASPs.
• Drive achievement of national service KPIs, including TAT, FTFR, CSAT/NPS, and service quality.
• Develop and implement after-sales policies, SOPs, processes, and operational standards.
• Monitor regional and ASP performance, compliance, and service quality.
• Oversee spare-parts availability, inventory management, PSI, and asset accountability.
• Ensure standardised service operations through audits, work-order reviews, and performance monitoring.
• Coordinate with product, sales, supply chain, finance, IT, and other departments for operational requirements.
• Support new product service readiness, including training, technical information, and spare-parts planning.
• Manage service-related costs, ASP incentives, claims, warranty reimbursements, and payments.
• Lead replacement/exchange operations and key improvement projects.
• Analyse KPI data, identify gaps, and implement corrective actions.
• Drive continuous improvement in service efficiency and customer experience.

Qualifications & Experience:

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

Location:

Lahore