As a leader overseeing Service Center Operations in the UAE, you will take full ownership of end-to-end service processes, ensuring a seamless customer journey and a luxury-level ownership experience that aligns with global brand standards. This role demands a strong focus on financial performance, customer satisfaction, technical compliance, and team development. You will manage key financial metrics, optimize operational processes, and foster a customer-first culture while leading a dedicated team to meet high service excellence standards.
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Oversee Service Center Operations: Take full ownership of end-to-end service center operations in the UAE, ensuring a seamless customer journey and a luxury-level ownership experience that aligns with global brand standards.
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Drive Financial Performance: Manage key financial metrics including labor sales, parts sales, absorption rate, and service retention growth. Optimize workshop capacity, technician productivity, and turnaround times to consistently achieve revenue and profitability targets.
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Own Customer Satisfaction: Take full accountability for Customer Satisfaction Index (CSI) and Net Promoter Score (NPS). Personally manage high-level escalations and ensure proactive, transparent, and empathetic communication with customers throughout the repair and service process.
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Ensure Technical & Warranty Compliance: Coordinate closely with the Technical Manager to improve First-Time Fix Rates and reduce repeat repairs. Ensure strict adherence to warranty policies, technical service bulletins, and audit requirements to maintain full OEM compliance and brand integrity.
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Lead & Develop the Team: Recruit, coach, and develop Service Advisors, Controllers, and Technical staff. Foster a premium, customer-focused culture and ensure the team completes all required training and certification plans in alignment with brand standards.
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Industry Experience: Strong, verifiable background in the Automotive Aftersales sector is mandatory.
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Leadership Tenure: 8–12 years of total automotive aftersales experience, with at least 4–6 years in a senior service leadership role (e.g., Service Manager, Aftersales Manager) within a dealership environment.
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Brand Experience: Experience representing a premium, luxury, or technology-focused automotive brand is highly preferred. Familiarity with Chinese automotive brands (such as EXEED, Chery, Geely, or BYD) is a significant advantage.
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Customer-First Mindset: A natural customer-first attitude and strong emotional intelligence to handle sensitive situations, ensuring every interaction reflects the quality, hospitality, and prestige of the brand.
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Operational & Financial Acumen: Proven ability to manage KPIs (warranty accuracy, audit scores, repeat repairs), control costs, optimize workshop efficiency, and drive sustainable profitability.
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Team Building Skills: Excellent leadership and talent development capabilities with experience conducting performance reviews, mentoring staff, and empowering teams to deliver their best work.
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Technical Knowledge: Deep understanding of OEM aftersales standards, workshop workflows, diagnostic processes, and warranty procedures.
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Systems Proficiency: Proficiency in using Dealer Management Systems (DMS) and digital platforms to support online booking, digital vehicle inspections, and performance reporting.
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Language Skills: Excellent verbal and written communication skills in English are required.
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Language Advantage: Ability to speak, read, and write in Arabic is a strong plus (not mandatory but highly valued for local customer engagement).
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Local Knowledge: Previous work experience in the UAE automotive market is a strong plus, providing insight into local customer expectations, regulatory requirements, and market dynamics.
