Customer Support Executive - Aftersales - FAMCO

Job description / Role

FAMCO (Al-Futtaim Auto & Machinery Company LLC) is a member of the Al-Futtaim Group one of the largest privately owned business houses in the Gulf region.

FAMCO is a market leading supplier of products and services to a diverse range of industry sectors including, transportation, construction, manufacturing, warehousing, oil & gas and marine. FAMCO serves these industries with world-class brands including Volvo Trucks, Volvo Buses, Volvo Construction Equipment, Linde, Ingersoll Rand, Yanmar, Himoinsa, Merlo, Sandvik Mining, Hartl, Dexion, Volvo Rents, Doosan, Montabert, Stertil, Hart, Nassau, Bott, Stanley, Proto, Fenner and Mase.

FAMCOs operations cover the entire UAE, with bases in Dubai, Abu Dhabi, Al Ain and Ras Al Khaimah, plus branches across Saudi Arabia, Oman and Qatar. The companys development and success has been based on an in-depth understanding of customer needs and the dedication of its skilled staff.

FAMCO is committed to providing outstanding second-to-none service levels to customers and to maintaining quality, safety and environmental standards at the highest possible levels. Evidence of this is that FAMCO is an ISO 9001:2008 (Quality Standard) and ISO 14001:2004 (Environment Standard) certified company.

About the Role:
- The Customer Support Executive (CSE) is responsible for ensuring all clients who purchase Volvo & other Equipment from Famco are offered the full range of parts & service support available from the Company. The CSE is charged with maximising opportunity for sales of all Company products Parts & Services while working closely with other Company personnel.
- The CSE will be the first point of contact between the customer and the branch aftermarket personnel. He/She will manage all requests for parts & service and, once secured, manage the information flow to the customer whilst ensuring that the parts supplied and work is carried out in accordance with the customer's requirements.
- The role is a key one in the branch Aftermarket Department and the incumbent is expected to take part in a range of department planning and strategy related activities.
- Customer Support Executive role is a high-margin business responsible for big part of divisions profitability. Revenue and contribution from Service and Parts operations forms an important part of overall dealer performance. This role has operational responsibility for selling Aftermarket products within the assigned territory. Requiring close internal and external communication with the respective customers. Implementation of consistent best practice across all Aftermarket sales process is a key factor. Responsible for providing accurate information on competitors thereby supporting the development of strategies that are aimed at increasing market share.

KEY ACCOUNTABILITIES:

* Customer Coverage:
- Effective customer coverage in the sales territory is achieved.
- Maintain Knowledge of customers needs and buying trends through regular field visits.
- Develop and maintain a customer database.
- Identify and develop new accounts through active prospecting and follow up.
- Where practical, attend all new machine delivers. Offer PM contracts and to explain all P&S offerings such as CSAs CAP CARETRACK.
- Monitoring each customers parts and service requirements to ensure that all jobs and parts deliveries are completed on time in accordance with customer requests and that all changes are reported to the customer as soon as practicable.
- Work with customer and branch staff to maintain good customer relations. This may include assisting in the resolution of any disputes.

* Financial Sales Performance:
- Attain budgeted sales volumes, gross profit and market share targets.
- Work with branch Service Manager to prepare and present estimates and/or service quotes.
- Target the major sales areas Parts business (oli, filters, undercarriage, etc.)

Requirements

Minimum Qualifications and Knowledge:
- Diploma in Marketing or Engineering and vast experience in Earthmoving aftersales division

Minimum Experience:
- 3-4 years in the field of Aftermarket heavy equipment industry.

Job-Specific Skills:
- Product Knowledge and their application by segment. The product range is very diverse and hence a general awareness is mandatory. Awareness of genuine parts, consumables, remanufactured concept, parts retention methodology.

Behavioural Competencies:
- Communication, negotiation, Outgoing, Problem solving, planning & organising, techno commercial acumen. Aptitude for external (non-desk) work

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.