Manager - Service

Role Overview

Manager – Service at Al Ghurair, leading the service department to achieve profitability, productivity, and efficiency targets while maintaining high customer satisfaction and retention.

Role Purpose

Lead the service department to achieve profitability, productivity, and efficiency targets while maintaining high customer satisfaction and retention through effective team management, operational excellence, and strategic service delivery.

Key Responsibilities

Strategic Management

• Establish manpower planning aligned with business objectives and team engagement and retention strategies.
• Ensure the customer journey is managed efficiently with built-in key performance indicators for tangible performance monitoring.
• Ensure transparency in all customer transactions.
• Resolve customer complaints and ensure high customer retention.
• Ensure workflow levels are adequate to achieve targets across prospecting, follow-ups, business-to-consumer, and business-to-business channels.
• Drive Value Added Services sales products through service advisors.

Operational Management

• Achieve set labour and parts targets.
• Maximize workshop productivity, efficiency, and utilization.
• Monitor service orders (work in progress) regularly and ensure timely billing.
• Conduct efficient workshop planning.
• Manage the Fix First Time Policy.

People Management

• Lead recruitment activities.
• Deliver training programmes.
• Drive team engagement initiatives.
• Conduct performance management and address complex situations.

Qualifications & Experience

• Seven years of relevant experience, three of which in a similar capacity.
• Diploma in Automobile or Mechanical Engineering.
• Proven experience in the automobile aftersales sector.

Skills & Competencies

• Highly organized and results-driven.
• Tactical thinking and decision-making capability.
• Customer service oriented.

Additional Information

Key Performance Measures: Profitability, Productivity, Efficiency, Labour, Turn-Around Time, Quality, Customer Retention, Customer Satisfaction.