Regional Service Operations Manager - Aftersales - 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 & Buses, Iveco Trucks & Buses, Volvo Construction Equipment, CIFA Concrete Equipment, Merlo, Ingersoll Rand, Linde, Dexion, Yanmar, Himoinsa, Bott, Stertil, Hart & Nassau.

FAMCO has operations across 5 branches in UAE. FAMCO also operates on an international level in KSA, Oman, Qatar, Bahrain, Kuwait and East Africa. 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.

Job Title: Regional Service Operations Manager
Reports to: General Manager - Aftersales
Direct Reports: None
Department: Aftersales FAMCO International
Location: Dubai
Grade: I

Job Purpose:
Responsible for implementation, coordination, monitoring and improvement of Service operations across all FAMCO International products and markets, including resource planning, effective processes/procedures, systems and KPIs.

Direct Reports: 0
Total Reports: 0 (up to 400 indirectly)

Key Accountabilities

- Revenue, GM and contribution: Monitoring of Service Revenue and Gross Margin targets.
- Productivity and Efficiency: Preparation and achievement of Productivity and Efficiency targets (service and parts) to ensure maximum profitability. Recommend and support recovery action plans for under-performing departments.
- Competence Development: Assist with recommendations for training and competence development for service staff to meet FAMCO business requirements.
- Aftersales Products: Assist with strategic development, implementation and monitoring of overall aftersales product offerings including Service Agreements and other 'soft products', including marketing recommendations, in order to achieve maximum aftermarket penetration.
- Service processes and systems: Development, integration and monitoring of service operational processes, procedures and systems for existing and new business units to ensure maximum productivity, profitability and customer satisfaction.
- Resources: Assist with planning and provision of necessary equipment, tooling and manpower to achieve business objectives. Includes existing, acquired and new business activities.

Job Context:
The expansion of FAMCO territories since 2011 through acquisitions and start-ups has shown the need to ensure that speedy integration into the existing structure is achieved. Markets under FAMCO management now include UAE, KSA, Oman, Qatar, Bahrain, Lebanon (East Africa, Egypt, Kuwait, Syria to follow), with diverse products including Trucks, Buses, Construction, Mining, Agriculture, Material Handling equipment, generators, air compressors, industrial and marine engines. Revenue and Contribution from aftersales operations forms an important part of overall dealer performance. This role has responsibility for ensuring all service operations across all FAMCO Divisions, franchises and locations benefit from the implementation, monitoring and improvements to consistent processes and procedures, including recommendations for system enhancements.

Requirements

- Minimum 5 years experience with reputable franchised Automotive/Commercial Vehicle/Industrial Machinery dealer or distributor, 5 years in Service Management, preferably multi-location and multi-franchise.
- Communication at all levels, Problem-solving, analytical skills, financial awareness, project management delivery, knowledge of Dealer Management Systems, decision-making. In-Depth product knowledge and Technical awareness of Commercial Vehicles/Industrial Machinery.

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

Minimum Qualifications and Knowledge:
University Graduate/ MBA or suitable experience within relevant Automotive/Machinery industry.

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.