Aftersales Manager

Al Ghurair Mobility — Cars Services is expanding its aftersales capability across the UAE. We are looking for a proactive, customer‑focused Manager Aftersales based in Dubai to lead service operations, warranty and technical teams, improve service quality and efficiency, and drive aftersales revenue and retention.

Details and Responsibilities

Role details

• Location: Dubai, UAE
• Employment type: Full time
• Reporting to: Head of Aftersales / Head of Operations
• Team scope: Service advisors, technicians, workshop supervisors, warranty administrators, parts coordination staff

Key responsibilities

• Lead day‑to‑day aftersales operations to meet KPIs for service revenue, customer satisfaction (CSAT), first time fix rate, turnaround time, and workshop utilization.
• Manage workshop planning and scheduling to optimize technician productivity and reduce customer wait times.
• Oversee warranty claim processing, approvals, and reconciliation with OEMs and ensure timely submission and recovery.
• Coordinate closely with Parts to ensure critical parts availability and prioritize urgent orders for high‑impact repairs.
• Implement and enforce service standards, SOPs, health and safety protocols, and quality control checks across the workshop.
• Drive continuous improvement initiatives to reduce rework, improve first‑time fix, and increase labor absorption.
• Recruit, train, coach, and develop technical and service teams; run regular performance reviews and technical upskilling programs.
• Monitor service margins, labor rates, and cost control; prepare monthly forecasts and operational reports for senior management.
• Handle escalated customer complaints and complex technical issues to protect brand reputation and ensure timely resolution.
• Collaborate with Sales, Parts, Warranty, and Marketing to design service packages, loyalty programs, and retention campaigns.
• Ensure accurate use of ERP/IMS for job cards, time capture, invoicing, and reporting.

Requirements

Experience and qualifications

• 5+ years experience in automotive aftersales, service management, or workshop operations; at least 2 years in a supervisory or managerial role.
• Strong technical understanding of vehicle systems and workshop processes; experience with OEM warranty procedures is highly desirable.
• Proven track record of improving service KPIs, managing workshop productivity, and controlling aftersales costs.
• Experience with ERP/IMS systems (e.g., Autoline, SAP, Dealer Management Systems) and MS Excel for analysis.
• Bachelor’s degree in Engineering, Automotive Technology, Business, or related field preferred.
• Valid UAE work authorization; UAE driving license preferred.

Skills and competencies

• Leadership and people development skills with a hands‑on operational mindset.
• Customer‑centric approach and strong problem‑solving ability.
• Data‑driven decision maker with attention to process and detail.
• Excellent communication and stakeholder management skills.
• Ability to work flexible hours and respond to operational priorities, including weekends.

About Al Ghurair Mobility

Al Ghurair Mobility is part of the Al Ghurair Group, a diversified UAE conglomerate with a long legacy in industry, retail, and services. Our Cars Services division delivers modern showroom and aftersales experiences across the UAE, combining professional technical teams, robust parts supply chains, and customer‑centric service. We offer competitive compensation, structured career development, and the opportunity to grow with a market leader.

Application Process

How to apply

• Email your CV to: careers.agauto@al-ghurair.com
• Subject line: Manager Aftersales — Dubai
• Include a brief cover note with your current notice period and expected salary. Shortlisted candidates will be contacted by our recruitment team.