Service Manager
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Key skills for this role
About the Role
Al Ghurair seeks a Service Manager for its Dubai dealership to oversee service advisor functions, technician performance, parts operations, and workshop profitability.
Key Skills for This Role
Responsibilities
- Oversee service advisor function and customer service process
- Manage performance of skilled technicians in servicing, repairs and technical diagnostics
- Manage parts team and parts operation to ensure sufficient supply chain
- Manage daily throughput for vehicle washing and polishing
- Support sales division with new vehicle preparation
- Supervise workshop operations to drive revenue and profit while maintaining manufacturer standards
- Manage warranty diagnoses and claims procedure
- Resolve customer complaints and ensure high customer retention
- Achieve set labor and parts targets
- Maximize workshop productivity, efficiency and utilization
Requirements
- Diploma in Automobile or Mechanical Engineering
- Experience in Chinese cars
- 7 years of relevant experience, 3 of which in a similar capacity
- Highly organized and result driven
- Customer service orientated
Full Job Posting
Overview
- At Al Ghurair, we remain dedicated to driving innovation and shaping the future. We are excited to announce an amazing opportunity for a Service Manager at our Dubai dealership.
What You’ll Do
- Oversee service advisor function and customer service process
- Manage performance of skilled technicians in servicing, repairs and technical diagnostics
- Manage the parts team and parts operation to operate a sufficient supply chain for the service division and parts counter sales
- Manage the daily through put for vehicle washing and polishing
- Support the sales division with new vehicle preparation
- Independently supervise the workshop operations to constantly drive the performance (revenue & profit) of the branch while maintaining the manufacturer's standards and customer satisfaction
- Manage warranty diagnoses and claims procedure without loss to the business
- Ensure understanding of customer rights outlined by the ministry of economy
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 labor & 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
Process Improvement
- Compliance to workshop SOP and policies
- Manage the manufacturer book time policy
- Parts ordering and technical bulletins
What You'll need
- Diploma in Automobile or Mechanical Engineering
- Experience in Chinese cars
- Highly organized and result driven
- Tactical & a decision maker
- Customer service orientated
- 7 years of relevant experience, 3 of which in a similar capacity
Who are we?
- Al Ghurair is a leading diversified family business group in the Middle East, founded in 1960 with operations spanning six key industry sectors: Foods and Resources, Properties, Construction and Services, Energy, Mobility, and Ventures.
- Headquartered in Deira, we employ approximately 28,000 people across more than 50 countries worldwide.
Why join us?
- We’re a vibrant community where individuals thrive and careers flourish.
- Our diverse community fosters a sense of belonging and connection.
- Respect, support, and open communication form the very fabric of our work environment, to fulfil our core Purpose of ‘Enhancing Life’.
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