Aftersales Systems Support (MIS) Supervisor | Al-Futtaim Automotive | FAMCO

Job Requisition ID: 180782 

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

Overview of the Role

Every service booking, every parts invoice and every workshop job card across our Aftersales network depends on the systems behind it working exactly as they should. This role sits at the centre of that. You will be the person branch teams turn to when something in the system blocks them from serving a customer — and the person who makes sure the master data, pricing packages and schedules behind those transactions are accurate before anyone has to ask.

Based in Dubai and reporting into the National Aftersales Manager, you will own systems support and master data for our Aftersales distribution operations. That means resolving live system issues raised through the service desk, building and maintaining the service and parts packages that drive revenue, and keeping appointment and technician schedules loaded so branches can book, clock and invoice without friction.

You will also be expected to look beyond the immediate fix. A large part of the value in this role comes from spotting the recurring issues, questioning the process behind them and making the day-to-day easier and faster for the people at the front line. If you enjoy being the go-to problem solver in a fast-moving operational business, and you get satisfaction from turning a messy system issue into a clean, permanent solution, you will do well here.

What you will do

• Act as first-line systems support for service teams across all branches, answering queries and resolving system-related issues within 48 hours.
• Resolve front-line blockers same day, including invoice reversals, mileage corrections, discount applications, package amendments and time-clocking issues, directly reducing work in progress and accelerating invoicing.
• Partner with Aftersales, Finance and IT counterparts to investigate issues, gather information and drive resolutions through to close within agreed timelines.
• Create and maintain pre-delivery inspection packages, resolving any issues arising from package creation.
• Build and upload retail service packages for new models, ensuring every package is fully aligned to approved menu pricing with 100% accuracy.
• Set up and maintain the system for dealer-installed accessories, including package creation, modification and extension across required models.
• Support campaign rollouts end to end, uploading packages and managing the system throughout the campaign timeline.
• Upload service advisor shift patterns and technician work schedules so appointment booking and time clocking run smoothly.
• Maintain master data on backend system tables to keep integrations stable and reporting accurate.
• Review existing processes and recommend improvements that make operations simpler and faster for front-line teams.

Required Skills to be Successful

• Aftersales systems expertise — hands-on experience supporting or administering an automotive ERP environment, ideally SAP, in a live aftersales setting.
• Pricing and package management — proven background as a pricing analyst or pricing assistant, with the ability to build and maintain pricing structures accurately and at pace.
• Advanced Excel and data management — confident working with large data sets, running quality checks and maintaining data integrity.
• Structured problem solving — able to diagnose an issue quickly, decide what can be fixed now and what needs escalating, and see it through to resolution.

About the Team

You will report directly to the National Aftersales Manager and work as an individual contributor within the System Support function of our Aftersales Distribution Operations team.

Day to day, you will work closely with service advisors, workshop teams and branch management across the network — they are your primary customers. You will also build strong working relationships with counterparts in Finance and IT, who you will rely on to unblock the more complex issues, and with the Aftersales commercial team when it comes to pricing, campaigns and new model launches.

What Qualifies You for the Role

• Graduate or diploma holder; an automotive background is preferred.
• Minimum 5 years' experience in a comparable systems support, master data or pricing role.
• Automotive aftersales experience is essential.
• A pricing analyst or pricing assistant background is essential.
• Hands-on ERP experience, ideally with SAP in an automotive environment.
• Strong Microsoft Office skills, with advanced capability in Excel and solid PowerPoint.
• Demonstrable experience in data warehousing, data management and data quality control.
• Excellent written and spoken communication, with the interpersonal skills to support colleagues at every level of a branch network.
• A customer-focused approach, strong time management and a genuine team-first mindset.

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.
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.