Al Futtaim Jobs - Service Manager Automotive - Multi sites | Dubai, UAE (Dubai, AE)

Job Requisition ID: 99506 

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, 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.

 

 

Aftersales/ Service Manager- Tier 2 Multibrands-  Aftersales

 

Job Purpose:

• To lead the tier 2 fast fit sites daily, in ensuring they provide excellent customer service, while ensuring achievement of or exceeding the location’s monthly/annual sales and profitability targets. Ensuring the tier 2 sites exercise control in all areas such as:
• Facilities, manpower and operations including administration and audit. Achieved through regular site visits to aid the teams in improving all round performance and customer service levels.
• Aid the managers in recruitment and development of the site teams.
• In addition, the role will support the drive the usage and sales of OES tier 2 parts.

 

Key Responsibility:

 

Fast Fit Management:

• Provide assistance to all colleagues on fast fit related issues.
• Lead from the front and always display the company values.
• Ensure customer satisfaction is being delivered.
• Provide a learning environment for all colleagues to be able to improve their skills and be able to progress where relevant.
• Ensure site employees understand all fast fit policies and procedures and advise on all related operational issues.
• Provide fast fit managers with timely and accurate feedback and advise on all operational, financial and performance-based activities.
• Compile time-based action plans to for each site where required, to provide guidance and identify areas of improvement or clarification on accountabilities.
• Encourage a teamwork philosophy and promote Kaizen (continual improvement) in all areas of fast fit operations.

 

Aftersales Reporting:

• Regularly analyse the fast fit business and provide feedback to management on recommendations to improve performance and wellbeing at each location.
• Present this analysis through various presentations, media and reports to management.
• Ensure that quality (accurate & timely) reporting of fast fit performance is provided to sites and management.
• Meet weekly with all staff and discuss all activities, financials.
• Meet weekly/monthly and provide feedback to line management against key KPI’s.

 

 Field Visits:

• Conduct field support visits to respective fast fit sites, suppliers and other parties in the value chain.
• Follow up on any below par customer experiences and ensure a fix is put in place to ensure no future repeat.
• Provide feedback on all field visits and clear reports of branch visits / action plans.
• Follow up on any central visits / audits to ensure any shortcomings identified have been rectified.

 

Aftersales Training Operations:

• Provide a learning environment for all colleagues to be able to improve their skills.
• Ensure that each staff member has a clear and understandable career path and objectives.
• Ensure that all staff attend scheduled training.
• Observe repairs to ensure training received is being implemented.
• Provide guidelines to all staff on operational compliance to all distributor recommended policies and procedures for all staff.
• Tracking of all training records of all staff.

 

 

Aftersales Policies and Procedures/Operational Compliance: 

• Ensure that all policies and procedures for fast fit operations are adhered to by all staff within the reporting structure.
• Ensure that all branches comply with all the distributor recommended operational standards, including Health/Safety, First Aid.

• Ensure health and safety is maintained in all sites and best practise shared.
• Conduct quality audits on branches and suppliers.

• Ensure monthly audits are conducted on facilities, equipment and processes.
• Responsible for ensuring sites carry out work with care. Ensuring not to endanger the life either of themselves or others by theirs acts whilst complying to health and safety requirements of the company and preventing any harm to the environment.
• Ensure the establishment, documentation, implementation, standardization and sustenance of processes for the effectiveness of QMS

 

Tools Equipment and Facilities:

• Advise on tool and equipment requirements to improve overall site efficiency.
• Study additional tool and equipment’s requirement to support maintenance & diagnostic requirements.
• Provide business rationale to support replacement of equipment where requested.
• Ensure that all tools, equipment are always maintained, and that risk audits are conducted on a regular basis to reduce the risk of injury.
• Ensure the sustainment of all facilities in region.

 

Business Development:

• Provide technical and operational inputs to projects, for the development and expansion of the fast fit / Tier 2 network.
• Ensure that an annual business plan is developed and presented to line management.
• Initiate innovative processes, ideas in order to increase fast fit revenue and profit.
• Ensure the sustainment of customer data.
• Provide assistance and advise on marketing campaigns, equipment/tool selection, needs and productivity enhancements.
• Introduce customer retention initiatives /activities

 

Service Excellence:

• Ensure all colleagues understand all policy and procedures related to delivering service excellence.
• Participate in all fast fit initiatives to enhance branch performance.

 

 

Budgeting Control:

• Set a quarterly plan with each site on delivering sales and profit budget.
• Compile individual branch budgets and ensure that monitoring of all manpower and operating costs in line with business requirements.
• Maximize profit based on management agreement of budget and profit margins.

 

 

Coordination of Customer Relations:

• The coordination and monitoring of all customer relations activities with the branches and principal members.
• Report and take corrective measures to resolve customer complaints with service management.
• Ensure timely and accurate liaison with customer contact centre.
• Monitoring of Customer Satisfaction results and analyzing strong and weak areas in order to improve customer satisfaction.
• Liaise with branches regarding customer complaints and CSI tracking
• Liaise with aftersales managers to ensure quick and prompt complaint resolution.

 

 

Qualifications, Experience and Skills:

 

Education: A business or technical degree is preferred.

 

Minimum Experience and Knowledge: 

• Expert knowledge of and experience in the automotive after-sales industry is essential.
• At least 5 years of experience at an OE or Tier 2 business in a managerial role
• Expert knowledge of the complete automotive business model and value chain.

 

Job-Specific/Technical Skills required to complete the tasks:

• Strong data analytical, evaluation and interpretation skills, including P&L & good business acumen
• Target oriented and drive to exceed demanding challenges
• Stakeholder management skills with the ability to communicate and interact with officials at all levels.
• Strong communication and interpersonal skills able to drive best practices and productivity

 

KGM

 

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