Service Manager - Dubai

Role Overview

Service Manager – Dubai at Al Tayer Group. The role manages efficient operations of the service business unit while ensuring the highest levels of customer service, delivering quality repair services that exceed customer expectations, and maximizing workshop profitability.

Role Purpose

To oversee all service operations within the workshop, ensuring compliance with group policies and procedures, maintaining quality and safety standards, optimizing resource utilization and profitability, and delivering exceptional customer service that builds loyalty and drives business growth.

Key Responsibilities

Strategy & Planning

• Participate in the development of the After Sales strategy by providing input from the service function perspective, ensuring that relevant goals and objectives are incorporated.
• Provide input on the function's budget requirements to the Area Service Manager of BU After Sales.
• Develop and maintain profitable relationships with existing suppliers.

Governance & Compliance

• Participate in the development of policies and procedures framework for the Workshop function to effectively meet objectives and targets, in line with overall Group strategy and direction.
• Review and report to the Area Service Manager of BU After Sales the effectiveness of policies and procedures, and identify opportunities for continuous improvement.
• Implement Health, Safety, and Security policies and procedures specified by the Group Asset Protection Manager at Corporate to maintain a safe and secure working environment and ensure best practice guidelines are embedded in everyday operations.
• Facilitate periodic audits through the Warranty Manager to ensure specified repair order write-up process and correct workshop procedures are followed.

Operations & Resource Management

• Supervise and manage daily activities in the workshop, allocate work as required, and maximize the use of available resources to maintain high productivity and ensure work is carried out in the most efficient and effective manner.
• Control expenses of the Workshop function, ensuring it stays within its operating budget.
• Coordinate with Autoline staff for any changes in the system, report making, and shift timing.
• Support technical staff to ensure timely maintenance of tools is performed to keep business costs to a minimum without compromising on safety.
• Supervise the work of mechanics to ensure that set workshop processes are followed so that workflow, quality standards, profit, availability of parts, and customer satisfaction are maintained.
• Ensure that repair orders are raised and processed according to established guidelines and that work is completed to schedule.
• Conduct periodic facility checks and review service jobs to ensure timely and quality work is performed and critical issues and problems are resolved in a timely manner.

Customer Experience & Service Quality

• Oversee the customer reception area and ensure customers are greeted in a friendly and professional manner, their requirements are discussed and confirmed to ensure efficient handling and reduce customer complaints.
• Keep customers fully and regularly informed of changes to costs and expected completion times and dates.
• Ensure that vehicles are properly handed over to customers, including invoice explanation and advising of future requirements.
• Ensure customers are contacted to set up periodic maintenance reviews of their cars.
• Oversee submission of product quality feedback to Principals, check quality of product defect reports, and follow up with Principals for resolution of product issues to ensure timely and quality service.

Leadership & Team Development

• Provide leadership and direction to subordinates towards the achievement of goals and objectives.
• Guide and motivate subordinates to enhance performance and produce quality work, and ensure they are continuously developed for higher level roles.
• Coordinate training with the Human Resources function to ensure that staff is well trained to meet set workshop service standards.
• Prepare performance evaluation and appraisal reports of direct reports to assess subordinates' productivity and progress and identify training needs of team members to improve efficiency and ensure conformity with standard procedures and practices.
• Conduct weekly KPI meetings with stakeholders.
• Ensure that team members are acquainted with changing situations and developments of ATG.

Qualifications & Experience

• Graduate degree in engineering (Mechanical/technical) discipline and management qualification.
• At least 7 years of workshop management experience in auto brands.
• Understanding of fleet business (B2B) and end consumer marketing know-how (B2C).

Skills & Competencies

• Strategic and conceptual thinking.
• Strong leadership and proven experience in resources planning and deployment.
• Effective communication and excellent negotiation skills.
• Project, quality, and strategy management.
• Ability to participate in and facilitate group meetings.
• Ability to lead and motivate teams.
• Ability to plan, organize, and prioritize workload, and ensure deadlines are met.