Customer Support Representative - Construction Equipment | Al-Futtaim Automotive | FAMCO

Job Requisition ID: 174455 

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:

We are looking for a proactive and customer-focused Customer Support Representative to join our After Market team within FAMCO Construction Equipment, based in Dubai Investment Park 2.

This role plays a critical part in driving aftersales growth by building strong customer relationships, promoting parts and service solutions, and ensuring a consistently high level of customer satisfaction. You will act as a key link between customers and internal teams, supporting revenue targets while ensuring efficient issue resolution and long-term customer loyalty.

What you will do:

• Achieve defined KPIs related to parts revenue, penetration, and service contracts
• Respond promptly and professionally to customer inquiries, requests, and complaints
• Conduct customer site visits to promote parts and service campaigns
• Prepare and maintain accurate monthly sales reports and lost sales analysis
• Collaborate closely with service, inventory, and technical teams to resolve issues
• Provide field insights to the inventory team on critical parts required for machine uptime
• Support aftersales initiatives that contribute to overall business and customer satisfaction goals

Required skills to be successful:

• Strong customer service and relationship management skills
• Commercial awareness with the ability to drive aftersales revenue
• Clear communication and negotiation skills
• Problem-solving mindset with attention to detail
• Ability to work cross-functionally with service, inventory, and technical teams
• Confidence in handling customer objections and service-related discussions

About the team:

You will be part of the After Market team within FAMCO Construction Equipment, working closely with service, inventory, and technical colleagues. The team focuses on delivering high-quality aftersales support, maximizing machine uptime, and strengthening long-term customer partnerships through reliable parts and service solutions.

What equips you for the role:

• Diploma or equivalent qualification; technical background preferred
• Minimum 2 years’ experience in customer service or aftersales support
• Working knowledge of SAP for quotations, order processing, and invoicing
• Familiarity with CRM systems and customer data management
• Understanding of machinery, parts, and service operations
• Awareness of Volvo Services portfolio (or similar OEM services) is an advantage

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.