Service Manager
Date: 28 Aug 2024
Location: Dubai, United Arab Emirates
Company: Al Rostamani Group of Companies LLC
Every employee at Al Rostamani Group plays a role in making a real difference to the business and our customers. We care for our employees by offering them meaningful and purposeful work and an opportunity to grow, learn, contribute and succeed. Today, the Al Rostamani Group has come a long way since its birth in 1957. Our group has grown steadfastly with the guiding principles of Commitment, Care & Vision, alongside a strong sense of active involvement in the community. We are a well-diversified group, with a key presence in industries such as General Trading, Automobiles and Heavy Equipment, Travel, Foreign Exchange, Financial Services, Property Management, Construction, Infrastructure Development and Information Technology Services. Our Group employs approximately 2000 people from 41 different nationalities, which contributes to our multicultural and multi-national environment.
Al Rostamani Trading Company is the sole authorized distributor of Suzuki and Citroën across the UAE with Sales, Service and Parts outlets able to serve its customers throughout the country.
Job Purpose
Responsible for leading and overall management of Service Department (Workshop and Reception) by monitoring staff, driving sales performance, executing marketing initiatives/campaigns and optimizing utilization of market potential to maximize business revenue and achieve profits while ensuring high level of customer satisfaction at every step.
The job holder is responsible for communication with manufacturer principals, and also assumes Profit & Loss responsibility for the department ensuring targets and objectives are achieved.
Job Responsibilities
Strategic
• Actively participates in the development of annual Service Department business plan and strategy in line with the After Sales Department strategy. Sets and agrees on individual business targets in order to meet the annual business plans and targets as set by the After Sales Department.
• Ensures proper communication flow between Service Reception and Workshop regarding repairs, warranty claims, work in progress etc. in order to minimize customer complaints/disputes and maximize customer satisfaction.
• Maximizes department’s profitability through sale of service contracts, labour hours, parts and associated products through workshop.
Process/Operational
• Assigning monthly revenue / upsell target to workshop in-charge to monitor their performance regularly.
• Monitor repeat repairs and initiate corrective actions to improve CSI.
• Monitors the charge out rates of the services as per policy to ensure adherence to discount policy.
• Carry out periodic audits at all branches to ensure the operations are in line with the standard operating procedures and policy.
• Manage all reception activities & ensure agility & responsiveness of the reception team towards customer needs.
• Monitor availability of the spares & other consumables, & coordinate with Parts Manager on the parts delivery schedule.
• Resolve escalated customer complaints and implement corrective actions to avoid recurrence.
• Carry out and time and motion studies to optimize profitability.
• Oversee regulatory requirements by the authorities at the branches to ensure compliance.
• Manage legal matters in consumer court pertaining to product quality issues.
• Ensure warranty claim submission / reimbursements are in line with warranty policy.
• Ensure field technical reports are generated and submitted as and when required for product improvement.
• Liaison with insurance companies for business development.
• Review and control branch purchases to ensure profitability.
Customer Satisfaction
• Reviews Customer Satisfaction scores, analyzes, understands root causes and develops action plans ensuring performance improvement and increased customer satisfaction.
• Plans, controls and monitors processes in customer service areas. Ensures implementation of plans to improve efficiency and enhance customer satisfaction
Quality
• Facilitate the conduct of internal/external quality audits, group internal audits & Customer Satisfaction Survey as per the schedule.
• Initiate prompt actions on the Non Conformance Reports (NCRs) of the audits and close all NCRs in the shortest possible time
Compliance
• Implements quality control procedures to ensure that the required quality levels are met or exceeded.
• Ensures compliance to the policies, procedures, processes, authority matrix, dealer management system and various quality standards set by the Group, ARTC and SMC & MSIL
Accounts
• Compile all accounting activities. Responsible for outstanding warranty and Recall Reimbursement.
Projects
• Ensure timely completion of the annual projects as identified in the departmental scorecard by actively coordinating with concerned people
• Monitor all service processes and identify opportunities to improve the same and plan appropriate initiatives to implement the improvements.
• Update Standard Operating Procedures (SOPs) according to the changes implemented in the processes.
• Managerial
Job Requirements
Qualifications
• 3 year Diploma / Bachelor in Automobile / Mechanical Engineering
Experience
• 7-8 years of related experience within automobile or related industry, 3 years out of which should be in a managerial capacity.
Knowledge & Skills
• Strong command over English Language (other regionally spoken languages including Arabic would be an added advantage),
• Good planning, organizing and leading skills,
• Performance monitoring, coaching and counseling skills,
• Analytical & problem solving skills,
• Technical expertise, Crisis management, Customer relationship management
• Knowledge of regulatory bodies related to business operations
• Knowledge of automotive software DMS
• Ability to manage time, work under pressure and meet deadlines
• Strong knowledge in Policy adherence (repair, warranty , company, legal, safety)
• Strong knowledge of spare parts and the market
• Sound financial awareness and business acumen
At Al Rostamani Group, we seek talented people who work hard to achieve great things. We consider not only your skills and experience, but also your passion for the role, your desire to learn and how well you align with our core values of care, commitment and vision. If this position represents an opportunity you wish to pursue, we invite you to apply.