Job Requisition ID: 171340
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
- The primary focus of the role will be responsible for liaising with Corporate Fleet accounts (Government, Limousine, Taxi, Rental & Leasing, Corporate) to provide exceptional aftersales support for their new energy vehicles EV (Electric Vehicle, PHEV (Plug-in Hybrid Electric Vehicle) , & REEV (Range-Extended Electric Vehicle) and focus on customer satisfaction and retention by ensuring fleet accounts receive high-quality service and repair support, with the goal of increasing the number of fleet vehicles retained within the service and repair network, leading to increased customer satisfaction, reduced vehicle downtime, and timely addressing of issues.
What will you do:
- Drive growth in parts and service revenue by increasing service contracts and parts sales specifically targeted at fleet customers.
- Ensure high-quality service delivery to fleet clients and serve as the primary escalation contact for UAE Service Advisors and Workshop Managers handling complex fleet customer issues.
- Oversee workshop adherence to scheduled service appointments at all service centers.
- In cases of vehicle breakdowns, recalls, or repairs, coordinate support efforts to minimize downtime and expedite the return of fleet vehicles to service, thereby enhancing customer satisfaction through effective cross-functional collaboration.
- Provide comprehensive support to fleet customers with vehicles in the ALAC Bodyshop, acting as the communication bridge between fleet customers and the Bodyshop team to guarantee smooth processes and timely service.
- Plan and coordinate training sessions for fleet customer representatives, including technicians, customer service staff, operations personnel, emergency responders, and roadside recovery teams—to ensure proficiency in handling EV (Electric Vehicle), PHEV (Plug-in Hybrid Electric Vehicle), and REEV (Range-Extended Electric Vehicle) models.
- Assist corporate fleet customers in understanding the advantages of Service Plans, Service Packages, and Service Agreements to optimize aftersales care for their new energy vehicles. Collaborate closely with the Corporate Sales Key Account Manager to identify sales opportunities, resolve after-sales concerns, and maintain high levels of customer satisfaction.
- Partner with the B2B Aftersales Manager to proactively engage key accounts, gaining insight into their current operations and supporting their transition to workshops and maintenance solutions for new energy vehicles.
Required skills to be successful:
1.- Aftersales operational and technical knowledge
2.- Basic understanding and some experience of NEVs (New Energy Vehicles)
3.- Strong customer service background
4.- Valid UAE driver’s license and experience with fleet customers
About the team:
- Reporting to the Head of B2B and will work closely with internal and external stakeholders.
- Bachelor’s Degree in Engineering, Automotive Management, or related discipline.
- 3 to 5 years of experience in a similar or aftersales-focused role within the automotive industry, with extensive exposure to direct customer interactions.
- Familiarity with fleet operators, ideally including major taxi services, government fleets, leasing, and rental companies. Proven ability to manage stakeholders and coordinate a high volume of activities effectively.
- Solid understanding of aftersales operations, with both operational and technical expertise.
- Knowledge of specific and broad economic factors influencing aftersales operations and fleet management.
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 as well as Electric Vehicle brands. 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.