Service Contracts Executive

7 days ago

Dubai, Dubai, United Arab Emirates Robinson & Co (Singapore) Pte Ltd Full time
Service Contracts Executive | Al-Futtaim Automotive | Toyota & Lexus

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
As a Service Contracts Executive, you will play a crucial role in 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 seamless transactions of SMCs, monitor purchase trends, and provide actionable analysis to maximize profitability. Additionally, you will ensure adherence to guidelines set out in the Standard Operating Processes (SOP).

What you will do

  • Create and maintain SMC package database: Ensure packages are ready to transact within 24 hours of request and update the database weekly to ensure accurate profitability.
  • Support frontline through Service Contracts Service Desk: Handle contract transfers, terminations, refund pay-out requests, and re-instatements within specified timeframes.
  • Create and price Repair Maintenance Contracts (RMCs): Construct pricing schedules and secure approvals within 48 hours of request.
  • Provide system support for SMCs sold through new units: Create SMC variants for frontline transactions and maintain unit contributions accurately.
  • SMC-related reporting and analysis: Submit daily, weekly, and monthly reports and present trend analysis with recommendations.

Required skills to be successful

  • Technical Skills: Strong Microsoft Office skills, especially in Excel, ERP experience (SAP IS AUTO), and working knowledge of BI reporting attributes.
  • Experience: Minimum of 5 years in a relevant position, with mandatory automotive aftersales experience.
  • Job-Specific Skills: Basic knowledge of SAP, excellent communication and interpersonal skills, and proficiency in MS Office, Excel, and PowerPoint.

About the team
You will be part of the Aftersales Distributor Operations team, working closely with the Marketing, Corporate (fleet) aftersales department, and retail workshops. The team is dedicated to ensuring business processes related to SMCs and RMCs are efficiently executed, with a strong focus on pricing acumen and time management.

What equips you for the role

  • Strong coordination skills: Ability to work effectively with various departments to ensure seamless execution of business processes.
  • Pricing acumen: Ensuring no margin erosion occurs through accurate pricing and profitability analysis.
  • Time management: Ability to manage multiple tasks and work under pressure to meet deadlines.
  • Technical proficiency: Expertise in Microsoft Office, ERP systems, and BI reporting tools.

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. 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.

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