Head of Aftersales - Commercial Vehicles & Construction Equipment | Al-Futtaim Automotive | FAMCO

Head of Aftersales - Commercial Vehicles & Construction Equipment | Al-Futtaim Automotive | FAMCO

Overview of the role:

As the Head of Aftersales, you will be responsible for leading the Service, Parts, and Uptime functions across the Trucks and Construction Equipment divisions at FAMCO. Based in Dubai, this senior leadership role is critical to ensuring operational excellence, customer satisfaction, and profitability in line with company and OEM standards. Reporting to the GM Aftersales, you will drive strategic initiatives, optimize performance, and elevate the aftersales experience for our customers.

What you will do:

• Develop and implement aftersales strategies that align with business goals.
• Lead departmental operations across CE, Truck, and Dealer Aftersales functions.
• Monitor and improve P&L performance for the aftersales division.
• Drive growth in service and parts revenue through customer retention and market penetration.
• Oversee compliance with OEM warranty procedures and service quality standards.
• Collaborate with OEM partners and suppliers to ensure up-to-date service offerings and technical excellence.
• Enhance customer satisfaction and loyalty through effective service recovery and feedback systems.
• Lead, mentor, and develop a team of 6+ direct reports and broader staff.
• Promote a high-performance culture focused on safety, accountability, and continuous improvement.

Required skills to be successful:

• Strong leadership in managing large aftersales teams across diverse business segments.
• Proven ability to drive operational efficiency and profitability in aftersales.
• Strategic planning and execution capabilities, particularly in service and parts growth.
• Excellent relationship management skills with OEMs and suppliers.
• Strong analytical, communication, and organizational skills.
• Deep understanding of warranty management, dealership operations, and customer service KPIs.

About the team:

You will be part of a dynamic and experienced aftersales leadership team, reporting directly to the General Manager – Aftersales. You will lead cross-functional managers across Trucks and Construction Equipment departments, working collaboratively with sales, technical, and support teams to deliver an exceptional customer experience while meeting commercial objectives.

What equips you for the role:

• Bachelor’s degree in Automotive Engineering, Business Administration, or a related field (preferred).
• 7–10 years of experience in aftersales operations, with at least 3 years in a senior leadership role.
• In-depth knowledge of Trucks and Construction Equipment systems and dealership networks.
• Proficiency in dealership management systems such as SAP.
• Demonstrated behavioural competencies: Integrity, Analytical Thinking, Customer Orientation, Effective Communication, Team Leadership, Planning & Organizing, and Assertiveness.