Service Operations Lead - Home Appliances

Dawlance; Punjab; On-site; PKR 1,200,000 - 1,800,000; Full time

Job summary

Dawlance is seeking an Assistant Service Manager to lead the Customer Service team in Faisalabad. The role focuses on managing AWS operations, resolving customer complaints, and ensuring compliance with service standards.

Candidate should have 1-2 years of relevant experience and a Bachelor’s degree in Engineering. Strong communication and technical knowledge of home appliance products are essential for success.

Qualifications

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

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.

Skills

Interpersonal communication

Service operations

Quality monitoring

Costs oversight

Education

Bachelor’s degree in Engineering

Job description

Dawlance is seeking an Assistant Service Manager to lead the Customer Service team in Faisalabad. The role focuses on managing AWS operations, resolving customer complaints, and ensuring compliance with service standards.

Candidate should have 1-2 years of relevant experience and a Bachelor’s degree in Engineering. Strong communication and technical knowledge of home appliance products are essential for success.