Service Operations Lead - After-Sales & Customer Experience

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 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.