Technical Advisor | Al-Futtaim Automotive | Volvo

Job Requisition ID: 180054 

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 Andon is accountable for leading and coaching the Volvo Personal Service team by enhancing customer experience and workshop efficiency while minimizing costs. This role emphasizes continuous improvement by guiding PSTs, supporting with minor car repairs, conducting short- and long-term planning, and driving key performance metrics. It demands achieving high customer satisfaction with a Net Promoter Score (NPS) of over 70%, and productivity levels exceeding 100%. The Andon plays a vital part in coordinating workshop improvement projects to boost productivity by 10% annually, sustaining 5S principles, and promoting value-added service sales.

What You Will Do:

• Lead and coach the Volvo Personal Service team to improve customer experience and efficiency while minimizing costs.
• Conduct daily meetings to review agenda, encourage team reporting of problems, and ensure work in progress is less than 2 days of workshop capacity.
• Follow up on team KPIs and maintain the Visual Planning board in the workshop.
• Pre-check and manage daily planning for the team to predict support needs and avoid lost hours.
• Provide first-line support to the PST/team to resolve production planning or daily work issues.
• Coach and support PST in technical and administrative areas, meeting Volvo ITC targets.
• Coordinate improvement work within the workshop to boost productivity by 10% each year.
• Ensure 5S principles are adhered to, maintaining zero open points from workshop audits.
• Enhance PST's abilities to sell value-added services, meeting sales targets for accessories, tinting, tires, batteries, and more.
• Achieve customer retention targets by proposing services to inactive customers, maintaining retention over 70%.
• Record and oversee training needs and completions for PST to ensure all technicians are certified.
• Ensure PST completes 100% customer follow-up calls post-visit.
• Collaborate with Al-Futtaim Automotive Academy for PST assessments and skill development, achieving a high Associate Engagement Score.
• Provide on-the-job training and support business need analysis based on branch work output.

Required Skills To Be Successful:

• Leadership and coaching skills.
• Customer relationship management and complaint handling skills.
• Technical skills and user skills in tools and equipment.
• Problem-solving abilities in technical and operational areas.

What Qualifies You For The Role:

• Bachelor's or Diploma in mechanical, automobile, or industrial engineering.
• Advanced electrical vehicle technical certification and AATC/IMI Level 4 certifications.
• Valid UAE driving license.
• Minimum 5 years of experience as a technical lead in an automotive dealership, with advanced EV knowledge.

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.