Technical Service Operations GM

Job Title: Technical Service Operations GM

Abdul Latif Jameel comprises diversified businesses with deep roots in the Middle East, North Africa, and Turkey (MENAT region). Strong networks and long-established relationships make us a powerful partner, opening doors for those who want to do business in the region.

Our businesses represent some of the world’s leading brands, earning us their trust and building long-lasting and mutually beneficial relationships. Our commitment to anticipate and support our partners’ needs has driven our success.

From our modest beginnings 75 years ago as a small trading business and then a Toyota distributorship in Jeddah, Saudi Arabia, we have established an extensive operations infrastructure, built the largest vehicle distribution network in Saudi Arabia, and, along the way, we have accumulated comprehensive automotive expertise throughout the region.

Applying our vast experience in the automotive sector, we’ve used our expertise and operations infrastructure to diversify into new sectors that contribute to the ‘infrastructure of life’ in the MENAT region.

Financial Job Dimensions

Degree of supervision

General supervision over warranty technical operation

Level of Authority

General Authority over vendors and subordinates

Purpose of the Job

Responsible in proper implementation of Early Detection & Early Resolution (EDER) Activities by ensuring all field concerns reflected to manufacturers and contributing to overall customer satisfaction by providing timely, precisely and accurately assistance on technical issues to service outlets

Key Accountabilities: Description

Speed of communicating new technical problems to manufacturer till fixing it permanently

Speed and quality of technical supports to service centers

Speed and quality of launching of service/ recall campaigns

Key Accountabilities: Performance Indicators

10 days, fixing is controlled by TMC and depends in problem criteria

< 4 hours, quality > 95%

Communicating campaign information with MOCI within 10 days of receiving, launching depends on TMC parts supply, quality 100%

Major Activities

Improve/ maintain smooth system for gathering technical data from field

Supervise Product Managers to investigate high occur. tech. problems

Communicate/ Follow up Top Technical Problems with TMC

Responsible on proper implementation of service / recall Campaign

Ensure introducing high quality product to market

Handling serious customers technical complaints related to product

Field Technical Report (FTR) data analysis and review unusual pattern of warranty claims

Parts demands data analysis for recall campaigns

Ensuring achieving the targets for FTR's Quality, Quantity and Speeds

Participating in Conformity/ Suitability tests, POD, POE and other product quality activities

Job Context

The job has a direct impact over proper implementation of Early detection & early resolution activities

The job has a direct impact over Issuing high quality Market Product Reports

The job has an indirect impact in customer satisfaction

Framework, Boundaries & Decision Making Authority

The job holder has authority to escalate a technical action for customer related complaints

The job holder has the freedom in investigating high occurring technical problems

Organizational / Functional Strategic Focus

The job holder has a crucial strategic role in achieving the targets for FTR's Quality, Quantity and Speeds

The job holder is decisively extend a full effort in organizing quality services with manufactures

The job holder relentlessly ensures the proper implementation of service and recall Campaign

Minimum Qualifications

Bachelor’s Degree in Mechanical Engineering

Minimum Experience

10 years in automotive industry with managerial experience

Job-Specific Skills

Computer skills/ data analysis

Customer handling skills

Languages

English / Arabic

Special Certifications / Membership

N/A

Competencies

Learns Through Reflection (Middle Management)

Fosters Collaboration (Middle Management)

Ensures Accountability (Middle Management)

Plans & Aligns (Middle Management)

Focuses on the customer (Middle Management)

Why Work for Us?

With a truly international footprint and more than three quarters of a century of commercial success behind us, we are today, not only a leading employer across the Middle East, North Africa and Turkey (MENAT) region, but also offer exciting opportunities worldwide, from Chile to Japan, from the UK to Australia.

Our values guide the way we work with our business partners, within our communities, and with each other.

Through Respect, Innovation, a Pioneering Spirit, and Empowerment, we are proud of our culture which sees ideas blossom, people thrive and successes flourish.