Service Contracts Supervisor | Al-Futtaim Automotive | Toyota

Job Requisition ID: 165119 

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
We are seeking a dedicated and detail-oriented Service Contracts Supervisor to join our team in Dubai. In this role, you will be responsible for building and supporting customer retention through the maintenance and execution of Service Maintenance Contracts (SMCs). You will provide system solutions and frontline support to ensure SMCs are transacted seamlessly, monitor SMC purchase trends, and provide actionable analysis to maximize profitability.

What You Will Do

• Create and maintain the SMC package database, ensuring packages are ready for transaction within 24 hours of request and updated weekly.
• Support frontline through the Service Contracts Service Desk for contract transfers, terminations, refund pay-out requests, and contract reinstatements.
• Develop pricing schedules for Repair Maintenance Contracts (RMCs) and secure approvals for transacting within 48 hours of request.
• Provide system support for SMCs sold through new units, ensuring accurate unit contributions.
• Generate and present timely reports and trend analyses with recommendations.

Required Skills to Be Successful

• Graduate or Post Graduate qualification.
• Strong Microsoft Office skills, especially in Excel.
• ERP experience (SAP IS AUTO) and working knowledge of BI reporting attributes.
• Minimum of 5 years’ experience in a relevant position, with mandatory automotive aftersales experience.
• Basic knowledge of SAP, excellent communication and interpersonal skills, and proficiency in MS Office, MS Excel, and MS PowerPoint.
• Strong problem-solving and time management skills.

About the Team
You will be part of the Planning & Customer Offering department, working closely with the Marketing, Corporate (fleet) aftersales department, and retail workshops to ensure efficient execution of business processes related to SMCs and RMCs. The team values collaboration, efficiency, and a strong pricing acumen to prevent margin erosion.

What Equips You for the Role
Your extensive experience in automotive aftersales, proficiency in ERP systems, and strong analytical skills will equip you to excel in this role. Your ability to work under pressure, manage time effectively, and communicate clearly will ensure you can support our frontline teams and contribute to the profitability and efficiency of our service maintenance contracts.

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.