Head of Aftersales – Commercial Vehicles | Al-Futtaim Automotive | FAMCO – Al Futtaim Group

Overview of the role:

As the Head of Aftersales for Commercial Vehicles & Buses, you will lead the entire Aftersales ecosystem, covering Service Operations, Spare Parts Management, Customer Experience, B2B Aftersales Growth, and Workshop Performance across all Commercial Vehicle and Bus brands. Your role ensures strong financial performance, high parts availability, operational excellence, and a world-class customer experience across all regional service locations.

What you will do:

•  Develop and drive a full Aftersales strategy across Service & Parts to deliver revenue, profitability, and growth.

•  Align with Aftersales Corporate CoE functions including Planning, Pricing, Standards, Digitization, and Retention.

•  Set and track KPIs for workshop operations, parts performance, productivity, and customer satisfaction.

•  Lead multi-site workshops ensuring SOP compliance, service quality, and productivity.

•  Strengthen governance of job planning, WIP control, warranty, invoicing accuracy, labor charging, and repair quality.

•  Drive operational improvement initiatives to increase throughput and efficiency.

•  Ensure consistent delivery of “Best-in-Class” service standards.

•  Deploy customer retention programs, digital service tools, and strong complaint-resolution processes.

•  Manage the complete Spare Parts value chain ensuring optimal stock, high availability, and strong fill rates.

•  Collaborate with PDH, Supply Chain, and Planning to improve forecasting and reduce backorders.

•  Build and implement Spare Parts sales strategies across Retail, Wholesale, B2B fleets, and workshop consumption.

•  Ensure robust control of inventory aging, audits, shrinkage, and pricing alignment with CoE.

•  Support OES products and improve Service–Parts collaboration to increase Parts per Job Order.

•  Lead and develop Aftersales Managers, Parts Supervisors, Workshop Supervisors, Technicians, Service Advisors, and Quality Controllers.

•  Build capability across Service & Parts teams and promote a performance-oriented culture.

•  Ensure full SOP compliance across Service and Parts environments.

•  Maintain quality standards and audit readiness.

•  Implement corrective actions to address audit findings.

•  Collaborate with OEMs for warranty governance, recalls, and technical bulletins.

•  Work with internal teams to enhance operations and customer experience.

Job Details

Preferred Candidate

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