Job closed
Ref: HP698-10314
Job description / Role
We are currently looking for an experience Centre Manager to join our FastFit team in Dubai. The main purpose of the role is to provide excellent Aftersales service to customers whilst ensuring the achievement of our exceeding locations monthly/annual sales and profitability budget/target. To provide and understand reporting on all KPI fronts as well as managing all assigned FastFit locations and exercise control in all areas, facilities, manpower and operations.
The main responsibilities of the role are as follows:
Operations:
- Ensure that all FastFit targets / KPIs are achieved
Consultant:
- Provide assistance to all relevant business partners in aftersales related issues.
- Ensure Branches understand all aftersales policies and procedures.
- Provide all business partners with timely and accurate feedback and advice on all Aftersales related operational, financial and performance based activities.
- Ensure to manage and advise all reporting staff on all Aftersales related operations.
- Compile reasonable action plans to ensure that countermeasures are given to all Aftersales principals.
- Encourage a teamwork philosophy and promote Kaizen (continual improvement) in all areas of Aftersales operations.
- Present all Aftersales accountabilities to all top Management members.
- Extend full Aftersales co-operation and advice to Branches through, e-mail, fax, video conferencing or personal visits.
- Distribute guidelines and policies/procedures regarding field-fix methods to ensure ultimate customer satisfaction.
- Collect information or evidence, study and analyse Aftersales related issues and products.
- Provide feedback through various presentations, media and reports to Management.
Reporting:
- Ensure the quality (accurate & timely) reporting of Aftersales, from branches to Head Office and vice versa.
- Ensure Branches report according to targets and understand all policies related to lead time, quality and quantity.
- Provide customer with accurate reports.
- Report to Line Management on a continual basis regarding Aftersales issues.
- Provide feedback on all field visits and clear reports of Branch visits
- Meet with all staff on a weekly basis and discuss all activities, financials and visually grasp all reports in Kaizen format.
- Meet weekly to monthly and provide feedback to Line Management of all reporting branches performance.
- Tracking of all training records of all staff.
- Monitoring of all lost sales in Aftersales operations.
Field Visits:
- Conduct field support visits to respective branches, suppliers and other parties in the value chain.
- Ensure regular visits to customers to enhance Aftersales business.
- Visit and conduct relevant meetings with all existing prospective customers.
Training Operations:
- Ensure that each staff member has a clear and understandable career path and objectives.
- Ensure that all staff attends scheduled training.
- Provide all guidelines to all productive/non-productive staff on quality field fixes and repairs.
- Provide guidelines to all staff on operational compliance to all distributor recommended policies and procedures.
Business Development:
- Provide technical and operational inputs to projects, for the development and expansion of service department.
- Assist with skills contest and Fast Fit Production related programs.
- Ensure that an annual business plan is developed and presented to all top management.
- Ensure the consolidations of all aftersales prospecting, marketing and sustainment of such efforts.
- Initiate innovative processes, ideas in order to increase Aftersales revenue and profit.
- Ensure the sustainment of all Aftersales databases management. Provide assistance and advise on marketing campaigns, equipment/tool selection, needs and productivity enhancements ideas
- Provide efficient work layouts and assistance of Product Research Centre and Fitment Centre layouts.
- Introduce customer retention activities.
Service Excellence:
- Ensure all associates understand all policy and procedures related to service excellence and initiatives.
- Participate in all Aftersales initiatives to enhance branch performance.
Budgeting Control:
- Provide inputs to Branch, FastFit Division budgets and assist with achieving more profitable environment.
- Compile individual branch budgets and ensure that monitoring of all manpower and operating costs.
- Maximize profit based on management agreement of budget and profit margins.
Coordination of Customer Relations:
- The co-ordination and monitoring of all Customer Relations activities with the Branches and principal members.
- Report and take corrective measures to resolve customer complaints with Service Management.
- Ensure timely and accurate liaison with customer contact centre.
- Monitoring of Customer Satisfaction results and analysing strong and weak areas in order to improve customer satisfaction.
- Liaise with Branches regarding customer complaints and CSI tracking
- Monitor the compliant management ratio and advise Branches on corrective actions.
- Liaise with Aftersales Managers to ensure quick and prompt complaint resolution.
Requirements
- At least 5 years Business / Sales experience within similar job
- Microsoft Proficient, SAP System, Dealer Management System, Training (On the Job & Theoretical), Managerial Skills.
Behavioural Competencies:
- Strong Communication Skills and Presentation, Integrity, Analytical, Customer Oriented, People Skills, Team Work, Planning & Organizing, Initiative, Perseverance, Assertiveness, Problem Solving and Decision Making
Qualifications:
- Diploma or Degree in Mechanical / Automotive Engineering.
- Diploma or Degree in Logistic Management
About the Company
Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.
The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.
The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.