After Sales Engineer

About the role

Enertia is seeking an After Sales Engineer to centrally manage all post‑sale issues for its home‑appliance portfolio, including heat‑pump water heaters, water dispensers, water conditioners and air purifiers. Based in Lahore, the role acts as the hub between customers, outsourced field teams and internal departments to ensure timely resolution of complaints.

Key responsibilities

• Own end‑to‑end after‑sales cases from registration through diagnosis, assignment, follow‑up and closure.
• Perform initial remote troubleshooting to identify faults before dispatching field technicians.
• Coordinate and monitor outsourced field service partners to meet service level agreements.
• Maintain accurate records in CRM/ERP systems and generate regular performance reports.
• Verify warranty eligibility and manage spare‑parts availability.
• Conduct root‑cause analysis of recurring issues and feed insights to Engineering, Production and Quality teams.
• Track technician performance metrics such as response time and first‑time‑fix rate.
• Ensure compliance with SOPs, safety standards and documentation requirements.
• Collaborate with Sales, Production, Engineering, Quality and Supply Chain to resolve technical problems.

Required profile

• 2–5 years of experience in after‑sales service, field service coordination or technical support for appliances, HVAC, water systems, refrigeration or electronics.
• Diploma or degree in Electrical, Mechanical, Mechatronics, HVAC/R, Electronics or a related field.
• Full‑time availability and ability to work from Lahore.

Required skills

• Technical troubleshooting and remote diagnosis.
• Experience with CRM and ERP platforms.
• Knowledge of HVAC, water‑heater and refrigeration systems.
• Understanding of warranty processes and spare‑parts logistics.