Service Supervisor

Job description / Role

Overview of the role:

We are looking for a highly skilled service supervisor to join our team in Dubai (DIP-2). The role acts as a key link between customers and the workshop, ensuring all service needs are addressed promptly, accurately, and with a high level of professionalism. You will be responsible for leading a team of repair and master technicians, ensuring exceptional service delivery, efficient workshop operations, and strong customer satisfaction.

What you will do:

• Allocate and schedule job cards to technicians based on skill level and workload to ensure efficient throughput.
• Conduct quality checks on completed jobs and monitor warranty processes.
• Review workshop performance metrics such as hours sold, idle hours, and margins, preparing reports for management.
• Build and maintain strong relationships with customers through transparent communication and service updates.
• Prepare service quotations, reports, and secure customer approvals.
• Follow up on payments and ensure timely job closure with no aged work in progress (WIPs).
• Drive revenue through upselling, preventive maintenance recommendations, service contracts, and supplementary estimates.
• Ensure compliance with company and ISO documentation standards.
• Support the achievement of monthly revenue targets and customer satisfaction index (CSI) goals.

Required skills to be successful:

• Diploma or bachelor’s degree in automobile, marine, or mechanical engineering.
• Minimum 10 years’ experience with an authorized dealership, preferably in marine engines, including at least 5 years in a supervisory role.
• Strong knowledge of workshop processes, service contracts, warranty policies, and technical concepts of diesel engines, driveline, and electrical systems.
• Excellent communication, leadership, and customer-handling skills.
• Proficiency in MS Office, SAP, ARIBA, CRM/DBM.
• Fluent in English (Arabic an advantage).
• Valid UAE driving license.

About the team:

You will be part of a high-performing post product service (PP Service) department, reporting directly to the service manager and leading a team of repair technicians and master technicians. The team works collaboratively to deliver efficient workshop operations, meet service KPIs, and maintain high levels of customer satisfaction.

What equips you for the role:

• Proven experience in managing service operations within a dealership or marine environment.
• Strong leadership and team management capabilities with a results-oriented mindset.
• Technical and analytical thinking with a proactive approach to problem-solving.
• Ability to multitask and perform effectively under pressure.
• Commitment to customer satisfaction and service excellence.

About Al-Futtaim Automotive

A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia, and Africa.

Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing, and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo, and RAM.

We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences.

We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial and construction equipment.

What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.

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.