Technical Liaison Manager – Al Futtaim Motors

Job description / Role

Al-Futtaim Motors occupies the pre-eminent position of the largest distributor of automotive products in the Emirates, and leads the rapid development of automobile business in the UAE, while continuing to contribute to Toyota's worldwide growth.

Today, Al-Futtaim Motors is synonymous with Toyota and Lexus, which enjoys undisputed leadership in the UAE in terms of the largest number of vehicles on the road. Besides Toyota, AF Motors also holds exclusive franchises for some of the world's top automobiles and automotive products like Hino - Japan's leading heavy-duty vehicle manufacturer, Toyo & Chen shin/ Maxxis tyres, GS & Panasonic batteries and many more.

We are looking to recruit an experienced Technical Liaison Manager to join our National Service Division.In this job you will be expected to visit remote branches every week, to diagnose difficult to solve technical problems or deal with dissatisfied customers. Other responsibilities will include:

- Manage a team of 6 - 10 Technical leaders
- Participate in and encourage dealer support of EDER (Early Detection Early Resolution) processes and principles.
- Gather & analyze product problem information and data and submit detailed FTR's (Field Technical Reports) within set EDER targets.
- Assist dealers with technical and customer queries.
- Monitor and assist dealers with technician Team 21 training plans and targets.
- Make policy decisions on out of warranty policy requests.
- Manage special service campaigns to achieve set company targets.
- Assist Customer Call Centre with customer complaint resolution.
- Regular scheduled dealer and fleet owner visits
- Maintain up to date job related administration functions and records.
- Product Analysis and consolidating facts & data - enhance go & study activities.
- Detailed report compilation - antenna function, to enhance sensitivity for early detection - FTR issuing.
- Detailed report compilation - antenna function, to enhance sensitivity for early detection - FTR issuing.
- Detailed research on product matters.
- Compilation of communication to the dealer network - service bulletins.
- Present presentations to various audiences - Nuts & Bolts / Technical
- Conferences with TMC.
- Liaise with TMC (QA and other related departments).
- Fix it right first time - product resolution
- Implementation of Special Service Campaigns/Customer Service Campaigns, etc.
- Study & develop field fix methods.

Requirements

Minimum Qualifications and Knowledge:

- Diploma or degree in Mechanical / Automotive Engineering
- Toyota Automotive Learning Academy - Team 21 - Master Technician/Master Service advisor/Service manager is an advantage.
- Minimum 10 years' experience in After-sales Service; experience in auto-manufacturing will be an added advantage.
- Experience in a research environment or analysis position an advantage.
- Diagnostic fault finding and electrical/electronic fault tracing & repair would be an advantage.
- Relevant experience in the technical and retail environment of the motor industry would be an advantage.

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.