National Aftersales Manager – FAMCO

Job description / Role

FAMCO (Al-Futtaim Auto & Machinery Co.) is a market leading supplier of products & services to a diverse range of industries & commercial undertakings covering the transportation, construction, manufacturing, warehousing, oil & gas and marine sectors. FAMCO serves these industries with world-class brands like Volvo Trucks, Volvo Buses, Volvo Construction Equipment, Merlo, Ingersoll Rand, Linde, Dexion, Yanmar, Himoinsa, Stanley Proto, Fenner, Bruynzeel, Mobel Linea, Meco, Bott, Stertil, Hart & Nassau.

FAMCO has operations in Dubai, Abu Dhabi, Al Ain & Ras Al Khaimah. The company's 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. FAMCO is an ISO 9001:2008 & ISO 14001:2004 certified company.

Reports to: Divisional Manager - Power & Industrial Products
Direct Reports: Technicians, Administrators
Department: Power & Industrial Products - Service & Aftersales
Location: Based at DIP, covering UAE

Job Purpose:
Assumes operational responsibility for Power & Industrial Products Service & parts operations.  Provide industry-leading levels of aftersales support and customer satisfaction to exceed expectations.  Achieve or exceed sales & profit targets and operational KPI's.

Description of the Accountability:

Revenue and Contribution:
Preparation and achievement of Service Labour and Total Service Revenue and Parts along with Gross Margin targets

Productivity:
Achievement of workshop productivity and efficiency to ensure maximum service profitability

Product support:
Provide technical and aftersales support for Himoinsa / Yanmar products to sales team and external customers, including actively promoting maintenance contracts and other aftersales products

Warranty recovery:
Ensure warranty recovery from principal is carried out in a quality and timely manner to receive maximum benefits to FAMCO

Parts support:
Provide technical and aftersales support for Himoinsa/ Yanmar parts to parts team and external customers

CSI:
Achievement of CSI objectives for service operations

Resources:
Planning and proposals for necessary equipment, tooling and service manpower to achieve business objectives

Job Context:
Revenue and contribution from service / parts operations forms an important part of overall dealer performance. This role has operational responsibility for service operations within the Division, requiring close communication with the Divisional Head, Sales Teams and Principals.  Implementation of consistent best practice and safe working practice is a key factor.  A wide range of equipment is supported by this division, requiring extension product knowledge and experience.  Products include Himoinsa -generators and lighting towers; Yanmar Industrial engines and generators.

Requirements

Minimum Qualifications and Knowledge:
University Graduate, engineering/technical degree or diploma or suitable experience with relevant history.

Minimum Experience:
Minimum 10 years experience with reputable franchised dealer or distributor, 5 years in service management.

Job-Specific Skills:
Communication at all levels, problem-solving, analytical skills, financial awareness, project management delivery, knowledge of dealer management systems, decision-making, in-depth technical product knowledge with the ability to grow both service and parts sales.

Behavioural Competencies:
Results and solution oriented, team working, situational influencing and guidance. Seeks continuous improvement of self and team members. Self-motivated, takes initiative. Customer-service oriented.

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.