Summary
Abdul Latif Jameel is hiring a General Manager, Technical Service Operations in Jeddah, Saudi Arabia. The role oversees technical support to service centers, investigates recurring product issues, coordinates technical matters with manufacturers, and ensures service and recall campaigns are implemented. It also reviews field technical reports and warranty claims, and contributes to product quality activities and customer complaint resolution. Applicants need a bachelor’s degree in Mechanical Engineering, at least 10 years of automotive industry experience including managerial experience, data analysis and customer handling skills, and English and Arabic.
The posting
As published on alj.com. Pulled from the employer's site and shown as they wrote it.
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.
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.