Manager - Service
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Key skills for this role
About the Role
Al Ghurair Mobility seeks an experienced Service Manager to oversee workshop operations, customer service, and team performance in Dubai. The role requires 7+ years of experience in automobile aftersales, with a diploma in Automobile or Mechanical Engineering.
Key Skills for This Role
Responsibilities
- Manpower planning and team engagement and retention
- Ensure customer journey is managed efficiently with KPIs
- Resolve customer complaints and ensure high customer retention
- Achieve set labour & parts targets
- Maximize workshop productivity, efficiency & utilization
- Manage the Fix First Time Policy
Requirements
- 7 years of relevant experience, 3 in a similar capacity
- Diploma in Automobile or Mechanical Engineering
- Experienced in the automobile aftersales sector
- Highly organized and result driven
- Customer service orientated
Full Job Posting
Strategic
- Manpower planning and team engagement and retention
- Ensure the customer journey is managed efficiently and ownership with built in KPI tangible for performance monitoring.
- Ensure transparency in all customer transactions Resolve customer complaints and ensure high customer retention
- Ensure workflow levels are adequate to achieve targets (prospecting, follow ups, B2C and B2B)
- Drive Value Added Services sales products through the service advisors
Operational
- Achieve set labour & parts targets
- Maximize workshop productivity, efficiency & utilization
- Regularly monitor service orders (WIP) and ensure timely billing
- Efficient workshop planning
- Manage the Fix First Time Policy
People Management
- Recruitment
- Training
- Engagement
- Performance management
- Complex situations
Qualification & Skills
- 7 years of relevant experience, 3 of which in a similar capacity
- Diploma in Automobile or Mechanical Engineering
- Experienced in the automobile aftersales sector
- Highly organized and result driven
- Tactical & a decision maker
- customer service orientated
Key Performance Measures
- Profitability
- Productivity
- Efficiency
- Labor
- TAT
- Quality
- Customer Retention
- Customer Satisfaction
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