Service Supervisor - Workshop Equipment - Al Futtaim Auto Centres

Job description / Role

Al-Futtaim is regarded as a pioneer in the Gulf region's Automotive industry and encompasses every aspect of the Automotive business; from passenger and commercial vehicles and construction equipment sales and service, to used car sales and rental and leasing.

Al Futtaim Auto Centre (ALAC) is part of the Al Futtaim's Automotive Division. ALAC has six divisions comprising of Body Centers - Toyota & Lexus within UAE, Fast Repair, Customs & Classics, Auto Equip, Tyre Zone and Fastfit. ALAC offers end to end solutions in aftersales for both business to business & retail customers.

Al Futtaim Auto Centre is looking to recruit a Service Supervisor to join their growing team in Dubai. The main objective of this role is to manage Service activities of Workshop equipment of various franchises with an objective of achieving service budget.

The main responsibilities of this role are as follows:

AFTER SALES -SERVICE AND WARRANTY

* Equip the Workshop with the necessary tools and equipment to carry out jobs efficiently.
* Train the service staff to carry out the service objective.
* Update and maintain technical library and service literature.
* Set spare parts stock level with respect priority and urgency.
* Provide timely assistance to all our customers.
* Ensure to manage and advise all reporting staff on all aftersales related operations.
* Assist with parts, sales and service synchronization activities.
* Encourage a teamwork philosophy and promote Kaizen (continual improvement) in all areas of After Sales operations
* Collect information or evidence, study and analyse After Sales related issues and products.
* Confirm if fault is through manufacturing-thereby payable by supplier.
* Confirm if fault is through (Service) workmanship-thereby payable by the company.
* Conduct conformity tests to improve the quality of existing or new products.
* Ensure that each service lead time should be with customers in advance.

AFTERSALES REPORTING

* Ensure that quality (accurate & timely) reporting of After Sales, from branches to distributor 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.
* Meet weekly and provide feedback to Line Manager regarding overall Service activities.
* Tracking of training records of all staff.
* Providing professional technical advice on customer's requirement.
* Ensure that technician's productivity report is updated every time and presented to line manager on monthly or weekly basis to use the technical staff efficiency on optimum level.
* Provide the feasibility report for the new projects as well as the service contracts.

FIELD VISITS

* Conduct field support visits to respective customers and installation sites all over UAE.
* Ensure regular visits to customers to enhance aftersales business.
* Visit and conduct relational meetings with all existing prospective customers.

AFTERSALES TRAINING OPERATIONS

* Ensure that each Service Technician has a clear and understandable career path and objectives.
* To organise and schedule the training on all our products with our respective suppliers.
* 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 for all staff.

AFTER SALES POLICIES AND PROCEDURES/ OPERATIONAL COMPLIANCE

* Ensure that all policies and procedures for After Sales operations are adhered to by all staff under the reporting structure.
* Participate in all distributor workshops and skill development programs.

PRINCIPAL'S VISITS, SURVEYS AND FEASIBILITY STUDIES

* Conduct time and motion studies in coordination with all relevant parties.
* Conduct feasibility studies on manpower, facility and equipment requirements, to ensure sustainable growth in the service industry.

TOOLS, EQUIPMENT AND FACILITIES

* Advise on tool and equipment requirements to improve branch workshop efficiency.
* Study additional tool and equipments requirement to support maintenance l & diagnostic requirements.
* Ensure that all tools, equipments are always maintained, and that risk audits are conducted on a regular basis to reduce the risk of injury.

BUSINESS DEVELOPMENT

* Provide technical and operational inputs to projects, for the development and expansion of service department.
* 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 and fitment layouts.
* Introduce customer retention activities.

SERVICE EXCELLENCE AWARD

* Ensure all principal members understand all policy and procedures related to service excellence programs and initiatives.
* Participate in all After Sales initiatives to enhance division's service department performance.

BUDGETING CONTROL

* Provide input and assistance to Line Manager Service division annual budget.

COORDINATION OF CUSTOMER RELATIONS

* The coordination and monitoring of all Customer Relations activities with the Line Manager 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 analyzing strong and weak areas in order to improve customer satisfaction.
* Liaise & communicate with line manager to ensure quick and prompt complaint resolution.

Requirements

The ideal candidate will have the following skills and experience:

* At least 5 years experience in handling Workshop equipment and Industrial equipment.
* Thorough knowledge in the electrical aspect of the equipment.
* Should have a hands-on experience to lead a team and oversee customer complaints / resolutions.
* Valid driving license is a must.
* ITI/ Diploma in Mechanical/Electrical Engineering

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.