Technical Service Operations GM

Role Overview

Technical Service Operations General Manager at Abdul Latif Jameel, based in the MENAT region (Middle East, North Africa, and Turkey).

Company Overview

Abdul Latif Jameel comprises diversified businesses with deep roots in the MENAT region. The company began 75 years ago as a small trading business and Toyota distributorship in Jeddah, Saudi Arabia, and has since established an extensive operations infrastructure, built the largest vehicle distribution network in Saudi Arabia, and accumulated comprehensive automotive expertise throughout the region. Today, the company represents some of the world's leading brands and has diversified into new sectors that contribute to the infrastructure of life in the MENAT region.

Role Purpose

Responsible for proper implementation of Early Detection & Early Resolution (EDER) Activities by ensuring all field concerns are reflected to manufacturers and contributing to overall customer satisfaction by providing timely, precise, and accurate assistance on technical issues to service outlets.

Key Responsibilities

Technical Data Management & Analysis

• Improve and maintain smooth systems for gathering technical data from field operations.
• Conduct Field Technical Report (FTR) data analysis and review unusual patterns of warranty claims.
• Analyze parts demands data for recall campaigns.
• Ensure achievement of targets for FTR Quality, Quantity, and Speed.

Manufacturer Coordination

• Communicate and follow up Top Technical Problems with TMC (Toyota Motor Corporation).
• Escalate technical actions for customer-related complaints to manufacturers.
• Participate in Conformity and Suitability tests, POD, POE, and other product quality activities.

Service & Campaign Management

• Supervise Product Managers to investigate high-occurrence technical problems.
• Oversee proper implementation of service and recall campaigns.
• Communicate campaign information with MOCI within 10 days of receiving notification.
• Ensure launching of service and recall campaigns with 100% quality.

Customer Support & Quality

• Handle serious customer technical complaints related to product issues.
• Provide timely, precise, and accurately assistance on technical issues to service outlets.
• Ensure introduction of high-quality products to market.
• Monitor speed and quality of technical supports to service centers, targeting 95% performance.

Qualifications & Experience

• Bachelor's Degree in Mechanical Engineering.
• Minimum 10 years in automotive industry with managerial experience.

Skills & Competencies

• Computer skills and data analysis.
• Customer handling skills.
• English and Arabic language proficiency.
• Learns Through Reflection (Middle Management level).
• Fosters Collaboration (Middle Management level).
• Ensures Accountability (Middle Management level).
• Plans & Aligns (Middle Management level).
• Focuses on the customer (Middle Management level).

Additional Information

• General supervision over warranty technical operations.
• General authority over vendors and subordinates.
• Authority to escalate technical actions for customer-related complaints.
• Freedom to investigate high-occurring technical problems.
• Performance indicator for communicating new technical problems to manufacturer: 10 days; fixing is controlled by TMC and depends on problem criteria.
• Performance indicator for technical support to service centers: 95%.
• Performance indicator for launching service and recall campaigns: communicating campaign information with MOCI within 10 days of receiving; launching depends on TMC parts supply; quality 100%.