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Job Requisition ID: 156950
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:
To build and support customer retention through maintenance and execution of Service Maintenance Contracts (SMC’s). Provide system solutions and frontline support to ensure SMC’s are transacted as seamlessly as possible. Monitor SMC purchase trends and provide actionable analysis to maximize profitability. Monitor SMC usage and flag any malpractice that does not adhere to, or is a breach of, guidelines set out in the Standard Operating Processes (SOP).
What you will do:
Creation and Maintenance of SMC package database
1. Package creation (ready to transact) within twenty-four hours of formal request issued.
2. Package database updated and ready for transaction 1 week prior to new model launch
3. Weekly update of Moving Average Price (MAP) in package database to ensure accurate profitability.
Support frontline through Service Contracts Service Desk for:
• Contract Transfer
• Contract Termination
• Refund Pay-out Requests
• Contract Re-instatement
1. Transfer and termination requests to be resolved within 24 hours
2. Refund pay-out and re-instatement requests to be resolved within 48 hours
Repair Maintenance Contract (RMC) creation and pricing
1. Construct the pricing schedule for RMC’s within 24 hours of request
2. Secure approvals and upload RMC packages for transacting within 48 hours of request
System support for SMC’s sold through new units
1. Creation of SMC variants for frontline transaction through fast-track system platform
2. Ensure units contribution (where applicable) is accurately maintained,
SMC related reporting / analysis
1. Timely submission of Daily, weekly and monthly reports
2. Monthly presentation of trend analysis with recommendations.
Required Skills to be successful
• Basic knowledge of SAP
• Excellent communication (written and spoken) & Interpersonal skills.
• Good PC skills including proficiency in MS Office, MS Excel & MS Power Point.
• Problem Solving, Time Management
About the Team:
The role reports to Planning Manager and you will be an individual contributor.
What equips you for the role:
• Graduate / Post Graduate qualification
• Strong Microsoft Office skills, especially in Excel
• ERP experience (SAP IS AUTO)
• Working knowledge of BI reporting attributes.
• 5 years’ experience in a relevant position
• Automotive aftersales experience is mandatory
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.
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