Service Manager

At Al Ghurair, we remain dedicated to driving innovation and shaping the future. As we continue to look for the best and brightest talent to scale our growth, we are excited to announce an amazing opportunity for a Service Manager at our Dubai dealership. We seek individuals who are not only experts in their field but also possess a proactive mindset, exceptional collaboration skills, and a passion for fostering a positive work culture.

What You'll Do

The position is critical for overseeing service advisor function and customer service process. Managing the performance of skilled technicians in the daily function of servicing, repairs and technical diagnostics. The management of the parts team and parts operation to operate a sufficient supply chain for the service division and parts counter sales. Managing the daily throughput for vehicle washing and polishing. Additional managerial function will support the sales division with new vehicle preparation. The role will independently supervise the workshop operations to constantly drive the performance (revenue & profit) of the branch while maintaining the manufacturer's standards and customer satisfaction. Additional key function to manage warranty diagnoses and claims procedure without loss to the business. A strong understanding of the customer rights outlined by the ministry of economy.

Strategic

1. Manpower planning and team engagement and retention
2. Ensure the customer journey is managed efficiently and ownership with built in KPI tangible for performance monitoring
3. Ensure transparency in all customer transactions
4. Resolve customer complaints and ensure high customer retention
5. Ensure workflow levels are adequate to achieve targets (prospecting, follow ups, business to customer (B2C) and business to business (B2B))
6. Drive Value Added Services sales products through the service advisors

Operational

1. Achieve set labor & parts targets
2. Maximize workshop productivity, efficiency & utilization
3. Regularly monitor service orders (WIP) and ensure timely billing
4. Efficient workshop planning
5. Manage the Fix First Time Policy

People Management

Recruitment, Training, Engagement, Performance management & Complex situations

Process Improvement

Compliance to workshop SOP and policies - Manage the manufacturer book time policy. Parts ordering and technical bulletins

What You'll need

• Diploma in Automobile or Mechanical Engineering
• Experience in Chinese cars
• Highly organized and result driven
• Customer service oriented
• 7 years of relevant experience, 3 of which in a similar capacity

Who are we

Al Ghurair is a leading diversified family business group in the Middle East, founded in 1960 with operations spanning six key industry sectors: Foods and Resources, Properties, Construction and Services, Energy, Mobility, and Ventures. Headquartered in Deira, we are proud to employ approximately 28,000 people across more than 50 countries worldwide.

We are looking for passionate and talented individuals to join us in our journey. At Al Ghurair, you have the opportunity to contribute to a legacy of excellence and be part of a team that is shaping the future of the UAE and beyond.

Discover more about us at: www.al-ghurair.com

We're a vibrant community where individuals thrive and careers flourish. Our diverse community embodies this spirit, fostering a sense of belonging and connection. Here, respect, support, and open communication form the very fabric of our work environment, to fulfill our core Purpose of Enhancing Life. When you work with us, you become part of our shared purpose, collaborating with colleagues who share your passion and commitment to success.