Al Futtaim Jobs - Technical Support Manager | Trading Enterprises | Dubai, UAE (Dubai, AE)

Job Requisition ID: 90153 

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

 

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

 

Come join us to live well, work better, and be the best.

 

 

 

                                                           Technical Support Manager

 

Job Purpose:

 

• The role is to improve the delivery of quality enhancing customer experience and ensure profit assuring improvement in utilisation and productive efficiency for all brands. The key is to analyse quality reports to identify the training requirements to enhance the skill level of the direct productive to meet the customer and principle requirement in enhancing service quality and efficiency in all brands. The role requires planning and execution through collaboration between principle and group learning academy. This involves achieving targeted training man-hours / man-days to ensure the representative mix of technical skills at all locations by designing and imparting appropriate technical training courses. 
• The role requires to effectively collaborate with all principles in providing diagnostic support on technical issues and also ensure the availability of necessary special tools, technical literature and service bulletins at locations. The role requires to ensure timely reporting of all quality concerns to respective principles to enhance the market quality of the product. The role requires to  effectively collaborate with principle for launching and completion of recalls and technical service bulletins in the market. The role requires to support CRM in developing new vehicle concern reports to provide timely feedback to the market quality department

 

Key Responsibilities:

Budget: Gross and Net Profits

• Achieve monthly and annually targeted budgets by ensuring utilisation and productive efficiencies through enhancing skills levels and maintaining skill matrix required for each service location.

 

NPS: Service Quality

•  Ensure reduction in internal and external comebacks

 

Learning and Development: Planning and Execution 

• Ensure training calendar is planned for all DP for the year and completion as per timelines
• DP Certification

 

Recall Completion:   Launch and Completion

• Collaborate with principle and service department for launching and completion of recalls announced

 

Principle KPI:  Market Quality

• Technical Concerns
• Customer Feedback on product quality

 

Budget: Expense

• CAPEX on Tools and Equipment’s

 

Emiratisation:  Training and Development

• Prepare training plans for learning and development of Emirati associates on technical side

 

 

Qualifications, Experience & Skills:

Minimum Qualifications and Knowledge: Graduate or Diploma in Automobile / Mechanical Engineering

Field of Specialization (if any):  Automobile/Mechanical Engineering with sound knowledge of electronics available onboard new generation vehicles.

 

Minimum Experience: 10 years in service field of automotive. Experience in technical support function for at least 5 years.

 

General skills:

• Leadership, Problem solving, activity planning & organising, team building, communication, technical acumen and probing.

Job-Specific Skills:

• Good knowledge of MS Office applications   
• Web enabled applications    
• Distributor DMS functions
• Principle Systems                                 

 

Behavioural Competencies :

• Theoretical and Practical knowledge of modern vehicle systems, function and Troubling shooting.
• Sound web enabled software download application knowledge.
• Analyse and diagnose electrical and electronics trouble shooting.
• Competent to train and coach staff.
• Excellent communication and interpersonal skills.
• Good written and verbal communication skills
• Leadership, Analytical, Planning, organizing.
• Team Building, communication and application of new knowledge and new concepts

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

 

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

 

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

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