Service Manager - Heavy Trucks

AlFuttaim; Dubai; On-site; AED 245,520 - 334,800; Full time

Job summary

AlFuttaim in Dubai is hiring a Service Manager - Heavy Trucks to oversee aftersales operations, focusing on maximizing vehicle uptime and customer satisfaction. The ideal candidate will have over 10 years of experience in commercial vehicles, with at least 5 years in leadership roles.

This role involves managing service center performance, teamwork, and financial metrics while ensuring adherence to company standards and continuous improvement initiatives.

Qualifications

• Minimum 10 years of experience in the commercial vehicle industry.
• At least 5 years in aftersales leadership or service management.
• Strong operational performance and customer service skills.

Responsibilities

• Lead service center operations for heavy-duty trucks.
• Drive performance across revenue and service quality.
• Manage daily workshop activities and customer support.

Skills

Heavy-duty truck service management

Commercial vehicle aftersales

Service center operations

Workshop performance

Aftersales revenue growth

P&L management

Customer satisfaction

Stakeholder management

Education

Bachelor's degree in Automotive Engineering, Mechanical Engineering or related

Tools

ERP systems

MS Office

Job description

Job Snapshot

• Role: Service Manager - Heavy Trucks
• Location: Dubai, United Arab Emirates
• Industry: Automotive
• Function: Operations
• Experience: Minimum 10 years commercial vehicle industry experience
• Job Type: Full-time
• Salary: 22000-30000 monthly (Market estimated)
• Gender: Any
• Candidate Nationality: Any

Position Overview

Service Manager - Heavy Trucks in Dubai, United Arab Emirates is a senior Automotive operations leadership role focused on managing commercial vehicle aftersales performance, service center profitability, workshop productivity, customer satisfaction, and cross-functional service delivery. This position is ideal for an experienced commercial vehicle service leader with strong P&L ownership, heavy-duty truck aftersales knowledge, team management capability, and a proven ability to drive revenue, quality, and operational excellence.

Role Context

The Service Manager will lead Al-Futtaim Automotive's Commercial Vehicle Aftersales operations in Dubai, overseeing service, workshop, and parts coordination to deliver efficient customer support and maximum vehicle uptime. The role requires strong commercial control, KPI management, process discipline, stakeholder collaboration, and continuous improvement across the service center. The successful candidate will be responsible for achieving revenue, margin, sold hours, service quality, customer experience, and operational targets in a high-volume heavy-duty truck environment.

Key Responsibilities

• Lead overall service center operations for heavy-duty trucks and commercial vehicles in Dubai.
• Drive branch performance across revenue, gross margin, sold hours, service sales, profitability, and operational efficiency.
• Manage daily service, workshop, and parts coordination to ensure smooth job flow and timely vehicle delivery.
• Monitor and improve key performance indicators including NPS, Fix It Right, utilization, productivity, efficiency, and customer satisfaction.
• Oversee workshop performance, service reception activity, parts availability, and customer-facing service processes.
• Lead daily alignment meetings with service advisors, workshop teams, parts teams, and operational stakeholders.
• Ensure all service operations comply with company policies, OEM standards, warranty procedures, and local regulatory requirements.
• Analyze customer feedback, service delays, repeat repairs, and operational gaps to implement corrective actions.
• Drive continuous improvement initiatives that improve customer experience, vehicle uptime, service quality, and team productivity.
• Manage branch P&L, forecasting, cost control, reporting, and financial performance against agreed business targets.
• Develop, coach, and guide team members to improve technical capability, service discipline, engagement, and performance.
• Build strong working relationships with internal teams, OEM partners, fleet customers, and customer-facing departments.
• Support aftersales growth by identifying service opportunities, improving retention, and strengthening customer trust.
• Ensure health, safety, environmental, and housekeeping standards are followed across the service center.
• Maintain accurate operational reports, performance dashboards, service records, and management updates.
• Promote a performance-driven culture focused on accountability, teamwork, safety, profitability, and service excellence.

Ideal Profile

• Bachelor's degree in Automotive Engineering, Mechanical Engineering, or a related technical discipline.
• Minimum 10 years of experience within the commercial vehicle industry.
• At least 5 years of experience in aftersales leadership, service center management, or Service Manager roles within the commercial vehicle sector.
• Strong experience managing heavy-duty truck service operations, workshop performance, customer service, and P&L.
• In-depth understanding of commercial vehicle aftersales processes, workshop KPIs, OEM standards, service sales, and operational performance drivers.
• Proven ability to lead cross-functional teams across service, workshop, and parts operations.
• Strong commercial acumen with the ability to drive revenue, profitability, sold hours, and margin performance.
• Excellent leadership, coaching, communication, and people management skills.
• Strong analytical, problem-solving, and decision-making ability in a fast-paced service environment.
• Ability to manage multiple stakeholders, customer expectations, operational priorities, and business targets.
• Proficiency in ERP systems, MS Office tools, reporting dashboards, and service performance tracking.
• Strong commitment to customer satisfaction, vehicle uptime, health and safety, and continuous improvement.
• Experience working in a high-volume automotive dealership or commercial vehicle aftersales environment is preferred.

Skills Set

• Heavy-duty truck service management
• Commercial vehicle aftersales
• Service center operations
• Workshop performance
• Aftersales revenue growth
• P&L management
• Gross margin control
• Sold hours management
• Service sales
• Customer satisfaction
• NPS improvement
• Fix It Right
• Workshop utilization
• Productivity improvement
• Service quality control
• Parts coordination
• OEM standards
• Warranty compliance
• Team leadership
• Staff coaching
• Stakeholder management
• Fleet customer support
• Operational reporting
• Forecasting
• ERP systems
• MS Office
• Health and safety compliance
• Continuous improvement