Operations Manager
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Key skills for this role
About the Role
Xad Technologies seeks an Operations Manager – Service to manage daily service operations for its Auto Division in Sharjah. The role involves customer intake, job card management, coordination with maintenance teams, and ensuring service workflow control.
Key Skills for This Role
Responsibilities
- Manage day to day service operations from customer request, appointment scheduling, vehicle/job intake, job card opening, service tracking, and final delivery
- Ensure customers receive timely updates on inspections, estimates, approvals, repair status, delays, complaints, and delivery timelines
- Ensure every job is properly recorded, tracked, updated, approved, completed, closed, and handed over with full documentation
- Coordinate with the Maintenance Manager and Maintenance Supervisor for inspection updates, diagnosis, parts requirements, repair timelines, technical issues, and completion status
- Ensure estimates are prepared accurately, shared with customers on time, followed up properly, and approved before work execution
- Maintain proper CRM records for leads, customer history, complaints, follow ups, service reminders, and repeat business opportunities
- Manage customer complaints professionally, coordinate corrective actions, and escalate critical issues to the Manager – Auto Division
- Coordinate with admin and finance for invoices, customer approvals, delivery notes, payment status, and billing clearance before job release
- Track service volumes, pending jobs, delayed jobs, customer approvals, completed jobs, lost opportunities, complaints, and revenue pipeline
- Submit regular reports to the Manager – Auto Division on daily operations, service status, pending approvals, customer issues, billing status, and key bottlenecks
Requirements
- 5+ years of experience in automotive service operations, service advisory, customer service management, workshop coordination, or fleet service operations
- Minimum 2 years in a supervisory or operations coordination role
- UAE automotive service or workshop experience preferred
- Strong experience in customer handling, job cards, service estimates, approval follow ups, complaint resolution, and service delivery
- Good understanding of workshop workflow, repair timelines, spare parts coordination, invoicing, and CRM discipline
- Experience dealing with retail customers, corporate customers, fleet customers, technicians, suppliers, and internal support departments
- Bachelor's Degree or Diploma in Business Administration, Automotive Service Management, Mechanical Engineering, Operations Management, or related discipline preferred
- Technical automotive qualification will be an advantage
Full Job Posting
Role Overview
- The Operations Manager – Service will be responsible for managing the daily service operations of XAD's Auto Division.
- The role will focus on customer intake, service scheduling, job card management, quotation coordination, customer approvals, CRM follow up, complaint handling, service delivery coordination, invoicing support, and overall service workflow control.
- The Operations Manager – Service will act as the main coordination point between customers, the Maintenance Manager, workshop team, admin team, CRM team, procurement, and finance.
Key Responsibilities
- Manage day to day service operations from customer request, appointment scheduling, vehicle/job intake, job card opening, service tracking, and final delivery.
- Ensure customers receive timely updates on inspections, estimates, approvals, repair status, delays, complaints, and delivery timelines.
- Ensure every job is properly recorded, tracked, updated, approved, completed, closed, and handed over with full documentation.
- Coordinate with the Maintenance Manager and Maintenance Supervisor for inspection updates, diagnosis, parts requirements, repair timelines, technical issues, and completion status.
- Ensure estimates are prepared accurately, shared with customers on time, followed up properly, and approved before work execution.
- Maintain proper CRM records for leads, customer history, complaints, follow ups, service reminders, and repeat business opportunities.
- Manage customer complaints professionally, coordinate corrective actions, and escalate critical issues to the Manager – Auto Division.
- Coordinate with admin and finance for invoices, customer approvals, delivery notes, payment status, and billing clearance before job release.
- Track service volumes, pending jobs, delayed jobs, customer approvals, completed jobs, lost opportunities, complaints, and revenue pipeline.
- Submit regular reports to the Manager – Auto Division on daily operations, service status, pending approvals, customer issues, billing status, and key bottlenecks.
Required Experience & Qualification
- 5+ years of experience in automotive service operations, service advisory, customer service management, workshop coordination, or fleet service operations.
- Minimum 2 years in a supervisory or operations coordination role.
- UAE automotive service or workshop experience preferred.
- Strong experience in customer handling, job cards, service estimates, approval follow ups, complaint resolution, and service delivery.
- Good understanding of workshop workflow, repair timelines, spare parts coordination, invoicing, and CRM discipline.
- Experience dealing with retail customers, corporate customers, fleet customers, technicians, suppliers, and internal support departments.
- Bachelor's Degree or Diploma in Business Administration, Automotive Service Management, Mechanical Engineering, Operations Management, or related discipline preferred.
- Technical automotive qualification will be an advantage.
- Candidates with strong service operations experience and customer handling capability may also be considered.
Key Skills & Competencies
- Strong understanding of customer intake, job cards, estimates, approvals, workflow tracking, and delivery control.
- Ability to communicate clearly with customers and manage expectations professionally.
- Ability to maintain accurate customer records, follow ups, service history, and complaint logs.
- Ability to coordinate between service desk, maintenance team, admin, procurement, and finance.
- Strong control over job cards, quotations, approvals, invoices, delivery notes, and customer sign offs.
- Ability to resolve service delays, customer complaints, approval issues, and operational bottlenecks.
- Ability to prepare daily and weekly service reports, pending job reports, and escalation summaries.
- Understanding of service revenue, estimate conversion, billing, payment clearance, and customer retention.
- Ability to manage multiple jobs, priorities, customer commitments, and delivery deadlines.
Role Boundary
- The Operations Manager – Service is responsible for managing the service workflow, customer coordination, CRM discipline, job tracking, estimate follow up, complaint handling, and billing coordination.
- The role is not responsible for personally performing technical diagnosis or repairs. Technical execution remains with the Maintenance Manager, Maintenance Supervisor, and technicians.
- However, the Operations Manager – Service must maintain strong coordination with the maintenance team to ensure that customer commitments, repair timelines, and service delivery standards are met.
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