Body Shop Team Leader – Protech

Job Title: Team Leader

Department: Protech

Job Type: Full time - Permanent

Location: Dubai AE

About us

Since 1976, Al Nabooda Automobiles has been committed to delivering excellence by offering our customers a diverse range of products and services that meet the high standards of the prestigious brands we represent. Our ongoing investment in premium service equipment and our team of dedicated and skilled professionals have cultivated a growing base of satisfied customers.

Al Nabooda Automobiles LLC is the exclusive authorized distributor for Audi, Porsche, and Volkswagen in Dubai and the Northern Emirates.

With twelve state-of-the-art showrooms and service centres across Dubai, Sharjah, and Fujairah, our expert workforce is focused on maintaining exceptional service and quality standards.

Job Purpose

The Team Leader is responsible for optimizing team resources to consistently meet agreed-upon service targets and ensuring exceptional customer satisfaction. This role involves effective communication of customer requirements, proactive management of individual team performance, and strategic assistance to Service Management in driving overall workshop efficiency and performance, in adherence to Brand Service requirements.

Key Responsibilities

Strategic & Planning Management

• Financial Achievement: Manage and monitor the financial achievements and performance of the assigned team to meet departmental goals.
• Training & Development: Ensure the training requirements of team members are promptly identified, addressed, and resolved to maintain high levels of technical competence.
• Reporting: Provide accurate and timely reporting to After Sales Management and Dealer Principals as defined in the established reporting structure.
• 4. Workshop Planning: Assist Service Management in overall planning and forecasting for the service workshop.

Team Management & Performance

• Efficiency Monitoring: Continuously monitor team and individual efficiencies and productivity against Key Performance Indicators (KPIs).
• Direct Supervision: Directly manage the performance, development, and daily activities of assigned Foremen and Quality Controllers.
• Work Distribution: Effectively plan and distribute the daily workload amongst the team, utilizing the available skills mix to maximize productivity.
• Customer Communication: Manage the communication and liaison between the workshop floor and Service Reception regarding customer vehicle progress and estimated completion times.
• Brand & Quality Adherence: Ensure team understanding and strict adherence to the Brand Service requirements and customer satisfaction (CSI) indicators.
• Performance Management: Develop, guide, direct, motivate, and manage the performance of all direct reports in line with the company's Performance Management System to foster professional growth and knowledge-based skills.

Operational Management

• Responsible for the daily workload scheduling and management of the assigned service team.
• Resolve customer issues and complaints efficiently, in line with the Audi Dealer standards and customer expectations.
• Manage any necessary liaison with the Service Manager regarding significant customer dissatisfaction or complex issues.
• Ensure the maintenance of workshop standards in line with the core service process and principal requirements, including managing safe working practices.
• Utilize high-level technical skills to assist the team in resolving complicated diagnostic jobs and challenging repairs as required.
• Develop trainee mechanics by supporting their structured on-the-job training, passing on expertise and best practice methods.

Warranty Management

• Proactively identify any required work that is covered by the warranty process, ensure all necessary documentation is accurately completed, and coordinate effectively with the Warranty Department.

Personal Development

• Engage in personal continuous improvement by attending relevant technical courses, assimilating information on new product lines, and developing a thorough understanding of the latest automotive technology.
• Organize and attend an annual appraisal with the line manager in accordance with the company’s appraisal process.
• Organize and attend regular staff meetings, utilizing them as a platform for communication and the suggestion of process improvements or cost-saving ideas.

Qualifications & Requirements

• Bachelor's degree or Diploma
• Minimum 1–3 years of experience in a European Brand Service Centre environment.
• Minimum of 3 years of specific brand experience (preferred).
• 1–3 years of proven Supervisor/Management experience in a service workshop.
• C. Skills
• Excellent communication skills (written and verbal).
• Solid computer knowledge and proficiency in dealership management systems (DMS).
• Strong Leadership Skills with a proven ability to motivate and manage a technical team.
• Advanced Customer Service Skills with a focus on problem resolution.
• Basic organizational and strategic planning skills.
• Must possess a valid UAE driving licence.