Head of Aftersales - Trucks and Construction Equipment

AlFuttaim; Dubai; On-site; AED 600,000 - 900,000; Full time

Job summary

Al-Futtaim Automotive seeks a seasoned Head of Aftersales to lead Service, Parts and Uptime for Trucks and Construction Equipment at FAMCO in Dubai. The role drives profitability, customer satisfaction and operational excellence in line with OEM standards.

The candidate should have 7–10 years in aftersales operations with at least 3 years in senior leadership, plus strong financial and cross-functional leadership capabilities. This is an on-site, full-time role in Dubai.

Qualifications

• Bachelor's degree preferred in Automotive Eng., Business Admin. or related field.
• 7–10 years in aftersales operations with 3+ years in a senior leadership role.
• Extensive knowledge of trucks and construction equipment aftersales operations and OEM standards.

Responsibilities

• Develop and implement aftersales strategies across Service, Parts and Uptime.
• Lead across Trucks and Construction Equipment divisions to drive profitability and customer satisfaction.
• Oversee OEM partnerships and supplier relationships to support service offerings.

Skills

Leadership

Strategic planning

Financial acumen

Operational excellence

People management

Stakeholder management

Education

Bachelor's degree in Automotive Engineering / Business Administration or related field

Tools

SAP

Job description

Head of Aftersales - Trucks and Construction Equipment Job Snapshot - Role: Head of Aftersales - Location: Dubai, United Arab Emirates - Industry: Automotive - Function: Operations-Plant Management - Experience: 7-10 years in aftersales operations, including at least 3 years in senior leadership - Job Type: Full Time - Work Arrangement: On-site

Al-Futtaim Automotive is seeking an experienced Head of Aftersales to lead the Service, Parts and Uptime functions across the Trucks and Construction Equipment divisions at FAMCO in Dubai. This senior leadership position is responsible for driving operational excellence, improving customer satisfaction and maximizing the profitability of aftersales activities in accordance with company objectives and Original Equipment Manufacturer (OEM) standards. Reporting directly to the General Manager - Aftersales, the successful candidate will develop and execute aftersales strategies, oversee departmental performance, strengthen OEM and supplier relationships, and lead initiatives that increase service and parts revenue. The role requires extensive experience in automotive or heavy equipment aftersales operations, strong commercial and financial management capabilities, and proven leadership experience managing multidisciplinary teams.

Job Details

• Country: United Arab Emirates
• City: Dubai
• Industry: Automotive
• Function: Operations-Plant Management
• Salary: Not disclosed
• Gender: No Preference
• Candidate Nationality: Not specified
• Job Type: Full Time
• Work Arrangement: On-site

Key Responsibilities

Aftersales Strategy and Business Leadership

• Develop and implement comprehensive aftersales strategies aligned with FAMCO 's commercial objectives and operational priorities.
• Provide strategic leadership across Service, Parts and Uptime functions within the Trucks and Construction Equipment divisions.
• Oversee aftersales activities across Construction Equipment, Trucks and Dealer Aftersales operations.
• Translate business objectives into practical departmental plans and measurable performance targets.
• Identify opportunities to improve aftersales efficiency, service delivery and commercial performance.
• Lead strategic initiatives that strengthen customer retention, market penetration and long-term profitability.
• Ensure departmental operations remain aligned with company policies, business objectives and applicable OEM requirements.
• Collaborate with senior management to evaluate performance and establish priorities for continuous improvement.

Aftersales Operations Management

• Direct daily aftersales operations across the assigned business divisions.
• Ensure efficient coordination between service departments, parts operations and equipment uptime support functions.
• Monitor operational performance and identify opportunities to improve service efficiency and resource utilization.
• Establish consistent operational practices that support reliable service delivery and customer satisfaction.
• Coordinate with departmental managers to address operational challenges and implement corrective actions.
• Maintain oversight of service quality, operational productivity and customer support activities.
• Promote effective collaboration between aftersales, sales, technical and support teams.
• Ensure operational decisions support business profitability and established service standards.

Financial Performance and Profitability

• Monitor and improve profit and loss performance across the aftersales division.
• Develop initiatives to increase service and parts revenue.
• Identify opportunities to improve gross profitability through operational efficiency and commercial growth.
• Evaluate financial and operational performance against established business objectives.
• Support the development of commercial plans that strengthen customer retention and market penetration.
• Work with departmental managers to identify performance gaps and implement improvement measures.
• Maintain a commercially focused approach to aftersales operations and resource management.
• Ensure aftersales activities contribute positively to overall business performance.

Service and Parts Business Development

• Identify opportunities to expand service and parts business across Trucks and Construction Equipment customer segments.
• Develop initiatives that encourage repeat business and strengthen long-term customer relationships.
• Support market penetration strategies aimed at increasing aftersales revenue.
• Work with relevant teams to improve customer engagement and service offerings.
• Monitor customer requirements and identify opportunities to strengthen aftersales support.
• Coordinate with internal departments to ensure service and parts capabilities meet business and customer needs.
• Promote service quality and operational reliability as key drivers of customer retention.

OEM Warranty and Technical Standards

• Ensure compliance with OEM warranty policies, procedures and documentation requirements.
• Oversee adherence to manufacturer service quality standards across aftersales operations.
• Maintain effective relationships with OEM partners and relevant suppliers.
• Collaborate with manufacturers and suppliers to support current service offerings and technical excellence.
• Coordinate with technical teams to maintain appropriate service capabilities.
• Address operational issues affecting warranty compliance or service standards.
• Support the implementation of relevant OEM technical and operational requirements.
• Encourage consistent application of manufacturer standards throughout the aftersales business.

Customer Satisfaction and Service Excellence

• Lead initiatives to improve customer satisfaction, service quality and loyalty.
• Monitor customer service performance and identify opportunities to enhance the aftersales experience.
• Support effective customer feedback and service recovery processes.
• Work with departmental managers to resolve significant customer concerns.
• Promote timely communication and appropriate resolution of service-related issues.
• Strengthen customer retention through reliable aftersales support and consistent service standards.
• Monitor relevant customer service key performance indicators and coordinate improvement actions.
• Encourage a customer-focused approach across service, parts and support teams.

Leadership and People Development

• Lead, mentor and develop a management team comprising six or more direct reports, together with the broader aftersales workforce.
• Provide clear operational direction and performance expectations to departmental managers.
• Encourage accountability, teamwork and professional development across aftersales functions.
• Support the development of management capabilities and technical expertise within the organization.
• Promote a high-performance culture focused on safety, customer service and continuous improvement.
• Guide managers in addressing operational challenges and improving departmental performance.
• Encourage effective communication and collaboration across different business divisions.
• Demonstrate integrity, sound judgment and effective leadership in daily management activities.

Safety and Continuous Improvement

• Promote safe working practices across service, parts and equipment support operations.
• Encourage compliance with applicable workplace safety procedures and company requirements.
• Identify opportunities to strengthen operational controls and reduce service delivery risks.
• Support continuous improvement initiatives aimed at increasing efficiency, service quality and customer satisfaction.
• Work with departmental managers to implement practical operational improvements.
• Reinforce a culture of accountability, safety awareness and consistent performance.

Required Qualifications and Experience

• Bachelor 's degree in Automotive Engineering, Business Administration or a related field is preferred.
• 7-10 years of professional experience in aftersales operations.
• Minimum 3 years of experience in a senior leadership position.
• Extensive knowledge of Trucks and Construction Equipment systems and dealership networks.
• Proven experience managing aftersales operations across multiple departments or business segments.
• Strong understanding of service operations, parts management and equipment uptime requirements.
• Experience managing aftersales financial performance and improving operational profitability.
• Knowledge of OEM warranty procedures, manufacturer standards and dealership operations.
• Experience working with OEM partners, suppliers and technical teams.
• Proficiency in dealership management systems such as SAP.
• Demonstrated ability to lead large teams and coordinate cross-functional operations.

Required Skills and Competencies

• Strong leadership and people management capabilities.
• Proven ability to manage complex aftersales operations across diverse business segments.
• Strategic planning and execution skills.
• Strong financial and commercial understanding of aftersales profitability.
• Ability to drive service and parts revenue growth.
• Excellent relationship management skills with OEMs, suppliers and internal stakeholders.
• Deep understanding of warranty management, dealership operations and customer service performance indicators.
• Strong analytical thinking and problem-solving abilities.
• Effective communication and organizational skills.
• Ability to prioritize operational requirements and coordinate multiple departmental activities.
• Strong customer orientation and commitment to service quality.
• Effective planning, organization and performance management capabilities.
• Professional integrity, accountability and assertiveness.
• Ability to promote teamwork, safety and continuous improvement.

Leadership Competencies Integrity

• Demonstrate ethical judgment, professional responsibility and accountability in business decisions.
• Maintain consistent standards when managing operational and commercial activities.

Leadership Competencies Analytical Thinking

• Evaluate operational and financial information to identify performance gaps and improvement opportunities.
• Apply structured analysis when addressing complex aftersales challenges.

Leadership Competencies Customer Orientation

• Prioritize customer satisfaction, service reliability and long-term relationship development.
• Promote effective customer feedback and service recovery practices.

Leadership Competencies Effective Communication

• Communicate strategic priorities, operational requirements and performance expectations clearly.
• Maintain productive relationships with employees, management teams, OEM partners and suppliers.

Leadership Competencies Team Leadership

• Provide direction, mentoring and support to departmental managers and their teams.
• Encourage collaboration, accountability and professional development.

Leadership Competencies Planning and Organizing

• Coordinate resources, operational priorities and departmental activities effectively.
• Ensure business initiatives are implemented in line with agreed objectives.

Leadership Competencies Assertiveness

• Make timely decisions and address operational challenges with confidence.
• Maintain accountability for performance, service standards and business outcomes.

Reporting Structure and Team Environment

The Head of Aftersales reports directly to the General Manager - Aftersales and forms part of FAMCO 's experienced aftersales leadership team. The position provides leadership to cross-functional managers across the Trucks and Construction Equipment divisions, with responsibility for coordinating Service, Parts and Uptime activities. Close collaboration with sales, technical, operational and support teams is essential to maintaining customer satisfaction, achieving commercial objectives and ensuring consistent aftersales performance.

Candidate Profile

FAMCO is looking for a commercially focused and operationally experienced aftersales leader with a strong understanding of trucks, construction equipment and dealership service operations. The ideal candidate will have a proven record of managing large aftersales teams, improving financial performance and strengthening service delivery across multiple business segments. The role requires someone who can balance strategic leadership with practical operational oversight, build effective relationships with OEM partners and suppliers, and develop teams capable of delivering consistent customer service. Candidates should demonstrate strong analytical judgement, commercial awareness, customer orientation and the ability to lead continuous improvement initiatives.

About Al-Futtaim Automotive

Al-Futtaim Automotive is one of the region 's leading mobility businesses, operating across eight countries in the Middle East, Asia and North Africa. With a portfolio of more than 25 international brands, the business provides a broad range of mobility products and services. Its operations cover passenger vehicles, commercial vehicles and industrial equipment, supported by integrated logistics, leasing, aftersales and financial services. Al-Futtaim Automotive focuses on improving customer experiences through innovation, digital transformation and the development of mobility solutions that respond to changing customer and business requirements. The organization employs more than 9,000 colleagues who contribute to its regional operations and ongoing development.

About Al-Futtaim Group

About Al-Futtaim Group Established in the 1930s and headquartered in Dubai, Al-Futtaim is a diversified privately held regional business operating across more than 20 countries. The Group has more than 40,000 employees and represents over 200 international brands, including Toyota, Lexus, IKEA, ACE and Marks & Spencer. Its businesses span automotive, financial services, real estate, retail and healthcare. Al-Futtaim continues to focus on digital innovation, artificial intelligence, sustainable growth and strategic partnerships to create long-term value for customers, communities and business partners.