Diagnostic Master Technician | Al Futtaim Automotive | Trading Enterprises

Job Requisition ID: 159958 

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:

• The purpose of the role is responsible for entire customer and workshop process having the skills for meeting the customer needs by performing all operations related to service and maintenance of Volvo Vehicles. A highly skilled service and parts advisor with customer relationship management skills a must for making this role a success. Volvo Personal Service Technician is required to work in a team with a mindset of delivering value solutions to the customers and able to continuously improve the workshop processes to avoid any downtime and high recovery rates for the organization. Volvo Personal service technician is expected to complete all principal recommended trainings, be a benchmark for Al Futtaim automotive in Aftersales and participate in skills competitions for learning and development.

What you will do:

• Customer booking and dialogue.
• Responsible for retrieving and documenting all relevant information connected to having a complete work order at first customer contact. Responsible for customer and production planning including giving price information. 
• Work order admin.
• Responsible for all work order administration including invoicing of Warranty/Goodwill, Insurance cases and Leasing companies. However, Workshop Support function must provide help for the PST.
• Handle rental car keys for workshop customers.
• Responsible for booking rental/ courtesy for workshop customers, as well as handling the keys for both outgoing and incoming cars.
• Identify parts.
• Responsible for identifying and ordering of parts, together with Workshop Support if needed. 
• Service, Repair and Fault tracing.
• Responsible for following Volvo methods when performing all types of jobs in the workshop. 
• Responsible for following local workshop standards and routines.
• Value added service sales.
• Advising customers on the ongoing campaigns.
• Offer value added service to customers. Ensuring high rate of accessories, tinting, tires, batteries, coatings, paint protection and smart repairs contracts are sold to aftersales customers.
• Install accessories and Perform PDS.
• Responsible for performing PDS and installing accessories for customers as well as the sales department.
• Refurbish used cars.
• Responsible for refurbishing used cars with a work order based on the car evaluation provided by the sales department.
• Perform Extended Core Service (ECS) (1 technician specialist Paintless Dent Repair (PDR) and Reconditioning).
• At least one PST should be able to perform PDR and reconditioning in order to ensure that the workshop can provide everything that the customer wants.
• Perform Car Wash.
• Responsible for performing external car wash on workshop customers' cars.
• Technical reports (Volvo)
• Responsible for reporting faults or deviations in the Volvo systems to Volvo. This to ensure that corrective actions can be taken.
• Attend daily meeting and contribute to continuous improvement through identification of problems 
• Responsible for sharing relevant knowledge and findings with the team as well as for bringing problems to everyone's attention and solving them together with team. 
• Customer follow-up.
• Responsible for following up on the customers a few days after the workshop visit. Play a crucial role to fix the customer vehicle for the first time with dealer standards.
• Keep the PST engagement score of over 90.
• Knowledge of Standard Operating Procedures and problem-solving skills in resolving repair jobs.
• Capability to handle Special tools and equipment.
• Capacity for E Learning and training and development plans.
• Ability to use workshop manuals and understand wiring diagrams.

Required Skills to be successful:
1.- Automotive experience.
2.- Technical skills. 
3.- Experience with service and maintenance in the workshop.
4.- Customer management experience.

About the Team:

• Reporting to the Aftersales Manager and managing a team and will work closely with internal and external stakeholders. 

What equips you for the role:

• Bachelor or Diploma in Automobile, Mechanical, Industrial, or related Engineering. 
• 4 to 5 years overall experience as Technician and service advisor in automotive dealership.  
• Basic knowledge of Electric Vehicles. 
• Technical skills, customer relationship management skills and user skills in tools and equipment.
• Proficient in Microsoft Office.
   

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.