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Customer support Supervisor

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Date: 11-Nov-2018

Location: Jeddah, SA

Company: Al Futtaim Private Company LLC

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

 

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

 

Come join us to live well, work better, and be the best.

JOB PURPOSE:

To provide industry-leading levels of aftermarket product support and customer satisfaction, whilst maximising profitability of Service and Parts operations

 

KEY ACCOUNTABILITIES:

Specify the output required from the job. Identify not more than 7 Key Accountabilities & their performance indicators. NB-Focus on outcomes not tasks

 

Description :

Development of aftersales business to achieve or exceed budget levels of sales and margin.

Provide industry-leading levels of customer, product and technical support in the areas of Service & Parts regional operations.

Provides supervision and direction to the After Market Sales Executives

Ensures that customer complaints related to parts and services are properly managed and coordinates internally to ensure swift resolution

Maintains direct contacts with Key customer Accounts and frequently visits all customers along with respective After Market Sales Executive 

Analyses competition information and aftermarket offerings received from the customers and recommends strategies (pricing, technical, logistics) to stay ahead of / or counter  competition 

Effective marketing of Customer Service Agreements / Inspection Programs. This requires on-site equipment inspection presentation of inspection results.  Provides feedback on Service Agreement scope & pricing for consideration 

 

 

QUALIFICATIONS, EXPERIENCE, & SKILLS:

 

Minimum Qualifications and Knowledge:

University Graduate/MBA or suitable experience within Construction Machinery industry.

 

Minimum Experience:

5-10 years  in aftersales (parts and/or service) within a recognized Construction Machinery distributor/dealer.

 

Job-Specific Skills:

Communication at all levels, problem-solving, analytical skills, financial awareness, knowledge of Dealer Management Systems, decision-making.  In-Depth product knowledge and Technical awareness of Commercial Vehicles/Industrial Machinery.

 

Behavioural Competencies :

Results and solution oriented, strategic thinking, team working & motivation, situational influencing and guidance.  Seeks continuous improvement of self & team members.  Self-motivated, takes initiatives.  Customer-service oriented.  Cultural awareness.

 

 

 

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

 

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

 

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.