Team Leader Personal Service Technician

Job description / Role

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group's entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the role:
- The purpose of the role is to lead and coach the Volvo Personal Service team. Support with minor repairs on cars, and focus is on improving people and processes by leading the continuous improvement work. Performing the short- and long-term planning to reach the target of work in progress under 2 days of the workshop capacity and to improve the retailer's customer experience, efficiency and minimize costs.

What you will do:
- Responsible for convening the team and conducting the daily meeting.
- Responsible for following the agenda and encouraging and coaching the team to report problems.
- Responsible for following up on the decided team KPIs and visualizing them on the visual planning board in the workshop.
- Responsible for pre-checking and following the daily planning for the team, to predict the need for support.
- Should not be booked in the planning system to ensure being available as the first line of support. If the team encounters problems concerning the production planning and the planned work during the day, Andon should be able to help the PST (Personal Service Technician) /team to avoid inconvenience for the customer.
- Technical and admin support for PST (Personal Service Technician).
- Responsible for coaching and supporting the PST with both technical and administrative issues.
- Responsible for coordinating the improvement work in the workshop. By following up what takes place in the workshop, Andon is well suited for both identifying issues as well as planning the action to eliminate the problem.
- Ensuring that after each job, all tools are in place and parts are available at the workstation. Propose actions for sustaining the productivity of PST.
- Increase the PST abilities to offer value added service to customers. Ensuring high rate of accessories, tinting, tires, batteries, coatings, paint protection and smart repairs contracts are sold to aftersales customers.
- Customer retention target.
- Ensuring a high level of customer retention by proposing services to inactive customers.
- Trainings of PST.
- Keep record of all training requirements and completions for PST so that all PST are able to perform all kind of jobs on the Volvo Cars.
- Customer follow-up.
- Ensuring that the follow up calls to customers are done by PST on the following day of visit.
- Play a crucial role to fix the customer vehicle for the first time with dealer standards.
- Keep the PST engagement score of over 90.
- Knowledge of Standard Operating Procedures and problem-solving skills in resolving repair jobs.
- Capability to handle Special tools and equipment.
- Capacity for E Learning and training and development plans.
- Ability to use workshop manuals and understand wiring diagrams.

Requirements

Required Skills to be successful:
- Automotive experience.
- Service and technical skills.
- Team Leader or supervisory experience.
- Customer management experience.

About the Team:
- Reporting to the Aftersales Manager and managing a team and will work closely with internal and external stakeholders.

What equips you for the role:
- Bachelor or Diploma in Automobile, Mechanical, Industrial, or related Engineering.
- 4 to 5 years overall experience as Technician and service advisor in automotive dealership.
- Basic knowledge of Electric Vehicles.
- Technical skills, customer relationship management skills and user skills in tools and equipment.
- Proficient in Microsoft Office.
- Driver's license is a must for this role.

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 & 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.