Service Manager - Heavy Duty Trucks | Al-Futtaim Automotive | FAMCO

Job Requisition ID: 178783 

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 commercially driven and customer-focused Service Manager – Heavy Duty Trucks to lead our Aftersales Commercial Vehicle operations in Dubai.

This role is responsible for driving overall service center performance, including revenue, profitability, customer satisfaction, and operational excellence. You will lead cross-functional teams across service, workshop, and parts to deliver a seamless customer experience while maximizing vehicle uptime and Aftersales growth.

What you will do

• Drive branch performance to achieve targets across revenue, gross margin, sold hours, and service-related sales
• Manage the overall service center operations, ensuring efficiency, productivity, and quality delivery
• Monitor and improve key KPIs including NPS, Fix-It-Right (FIR), utilization, and productivity
• Ensure compliance with company policies, OEM standards, and local regulatory requirements
• Lead daily alignment meetings with Service, Workshop, and Parts teams to drive performance
• Develop and coach team members to improve capability, engagement, and performance
• Analyze customer feedback and implement continuous improvement initiatives to enhance experience
• Manage stakeholder relationships across internal teams, OEMs, and customer-facing functions
• Oversee branch P&L, forecasting, and reporting to ensure financial performance targets are met
• Ensure adherence to health, safety, and environmental standards within the service center

Required skills to be successful

• Strong commercial acumen with ability to drive Aftersales revenue and profitability
• In-depth understanding of heavy-duty truck service and Aftersales operations
• Strong leadership and people management capabilities
• Excellent analytical, problem-solving, and decision-making skills
• Strong understanding of workshop KPIs and operational performance drivers
• Ability to manage multiple stakeholders and drive cross-functional collaboration
• Proficiency in ERP systems and MS Office tools

About the team

You will be part of the Commercial Vehicles Aftersales division, working closely with Service, Workshop, and Parts teams to deliver high-quality service experiences for heavy-duty truck customers. The team is focused on operational excellence, customer satisfaction, and driving sustainable Aftersales growth across the UAE.

What equips you for the role

• Bachelor’s degree in Engineering (Automotive or equivalent preferred)
• Minimum 10 years of experience within Commercial Vehicle industry
• At least 5 years of experience in Aftersales leadership or Service Manager roles within Commercial Vehicle industry
• Strong experience managing service operations, workshop performance, and P&L
• Proven ability to lead teams and drive business performance in a high-volume environment

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.