Al-Futtaim Automotive is seeking an experienced Head of Aftersales to lead its Commercial Vehicles and Construction Equipment aftersales operations at FAMCO in Dubai, UAE. This senior management opportunity is suitable for professionals with strong experience in automotive aftersales management, dealership operations, service management, spare parts and commercial vehicle maintenance.
The successful candidate will oversee Service, Parts and Uptime functions across the Trucks and Construction Equipment divisions. The role focuses on improving operational efficiency, increasing aftersales revenue, managing departmental profitability and delivering excellent customer service in accordance with company policies and Original Equipment Manufacturer (OEM) standards.
Reporting directly to the General Manager – Aftersales, the Head of Aftersales will develop business strategies, manage departmental performance, strengthen relationships with OEM partners and lead experienced teams across multiple business functions.
Candidates with proven leadership experience in commercial vehicles, construction equipment and dealership aftersales operations are encouraged to apply.
Key Responsibilities
1. Aftersales Strategy and Business Management
Develop and implement comprehensive aftersales strategies aligned with the company’s business objectives.
Lead aftersales operations across Commercial Vehicles, Trucks and Construction Equipment divisions.
Establish departmental objectives and performance targets to support business growth.
Identify opportunities to improve service delivery, operational efficiency and customer satisfaction.
Develop strategic initiatives to strengthen the company’s aftersales market position.
Ensure all departmental activities meet company policies and OEM requirements.
Drive continuous improvement across service, parts and equipment uptime operations.
2. Service and Workshop Operations Management
Oversee service and workshop operations across the Trucks and Construction Equipment divisions.
Ensure efficient management of maintenance, repair and technical support activities.
Monitor workshop productivity, service quality and operational performance.
Improve service turnaround times and equipment availability.
Ensure technicians and service teams follow approved technical procedures and safety standards.
Implement operational improvements to enhance workshop efficiency and customer experience.
Coordinate with technical teams to resolve complex service and maintenance challenges.
3. Spare Parts and Revenue Growth
Lead spare parts operations and develop strategies to increase parts revenue.
Identify opportunities to improve spare parts sales and market penetration.
Strengthen customer retention through effective parts availability and service support.
Monitor inventory performance and ensure effective spare parts management.
Work closely with suppliers and OEM partners to maintain reliable parts supply.
Develop initiatives to increase revenue from service contracts, parts and maintenance solutions.
Monitor departmental financial performance and implement actions to achieve profitability targets.
4. Financial Performance and P&L Management
Manage the overall profit and loss (P&L) performance of the aftersales division.
Monitor service revenue, spare parts sales, operating costs and departmental profitability.
Develop financial plans and budgets in line with business objectives.
Analyse financial and operational reports to identify areas for improvement.
Implement cost-control initiatives while maintaining service quality.
Drive sustainable revenue growth through improved customer retention and market expansion.
Report departmental performance and strategic developments to senior management.
5. OEM Relationship and Warranty Management
Maintain strong professional relationships with Original Equipment Manufacturers (OEMs) and suppliers.
Ensure compliance with OEM warranty procedures, policies and technical standards.
Monitor warranty claims and ensure accurate processing in accordance with manufacturer requirements.
Coordinate with OEM partners to improve technical support and service capabilities.
Stay updated on manufacturer product developments, technical requirements and service programmes.
Ensure dealership operations meet applicable OEM performance and quality standards.
Resolve warranty-related issues and coordinate corrective actions when necessary.
6. Customer Experience and Relationship Management
Improve customer satisfaction across commercial vehicle and construction equipment aftersales operations.
Develop effective customer feedback and service recovery procedures.
Monitor customer satisfaction indicators and aftersales service performance.
Address customer complaints and ensure timely resolution of service-related concerns.
Strengthen long-term relationships with key accounts and fleet customers.
Introduce initiatives to improve customer loyalty, retention and repeat business.
Ensure consistent service quality across all aftersales departments.
7. Leadership and Team Development
Lead and manage a team of more than six direct reports and the wider aftersales workforce.
Provide direction, coaching and professional development opportunities to departmental managers.
Establish clear responsibilities and performance expectations across the organisation.
Build a high-performance culture focused on accountability, safety and operational excellence.
Identify employee development needs and support succession planning.
Encourage collaboration between service, parts, technical and support teams.
Monitor team performance and ensure departmental objectives are achieved.
8. Equipment Uptime and Operational Excellence
Lead initiatives to improve equipment uptime and customer operational productivity.
Develop strategies to minimise equipment downtime and improve maintenance efficiency.
Monitor service performance and identify recurring technical issues.
Strengthen preventive maintenance and equipment support programmes.
Coordinate with technical teams to improve repair quality and service reliability.
Ensure customers receive timely maintenance and technical support.
Implement continuous improvement initiatives across aftersales operations.
Required Skills and Competencies
Candidates applying for Head of Aftersales jobs in Dubai should demonstrate the following skills and professional capabilities:
Strong leadership experience managing large aftersales teams.
Extensive knowledge of commercial vehicle and construction equipment operations.
Excellent understanding of service management, workshop operations and spare parts business.
Proven ability to manage departmental profitability and P&L performance.
Strong strategic planning and business development capabilities.
Experience increasing service revenue and spare parts sales.
Knowledge of OEM warranty management and dealership operational standards.
Strong understanding of customer service KPIs and satisfaction management.
Excellent relationship management skills with manufacturers and suppliers.
Strong analytical, financial and problem-solving abilities.
Excellent communication, negotiation and organisational skills.
Ability to manage multiple departments and cross-functional teams.
Knowledge of dealership management systems, including SAP.
Educational Qualifications and Experience
To qualify for this Head of Aftersales opportunity at Al-Futtaim Automotive, candidates should meet the following requirements:
Bachelor’s degree in Automotive Engineering, Business Administration or a related discipline is preferred.
7–10 years of professional experience in automotive aftersales operations.
Minimum 3 years of experience in a senior management or leadership position.
Strong experience managing commercial vehicle and construction equipment aftersales operations.
Practical knowledge of service departments, spare parts management and dealership networks.
Experience managing departmental budgets, revenue and P&L performance.
Proven ability to lead managers and large operational teams.
Experience with dealership management systems such as SAP.
Key Behavioural Competencies
Successful candidates should demonstrate:
Integrity and professional accountability.
Strong analytical thinking and problem-solving abilities.
Customer orientation and relationship management.
Effective communication and influencing skills.
Team leadership and employee development.
Planning and organisational capabilities.
Confidence and assertiveness in business decision-making.
Job Details
| Category | Details |
|---|---|
| Job Title | Head of Aftersales |
| Company | Al-Futtaim Automotive |
| Business Division | FAMCO |
| Location | Dubai, UAE |
| Department | Aftersales |
| Industry | Automotive & Construction Equipment |
| Specialisation | Commercial Vehicles and Construction Equipment |
| Experience | 7–10 Years |
| Leadership Experience | Minimum 3 Years |
| Education | Bachelor’s Degree Preferred |
| Systems Knowledge | SAP / Dealership Management Systems |
| Job Level | Senior Management |