Deputy Manager Aftersales Service – Warranty Administrator

About us:

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

About the Division:

Al-Ghazi Tractors Limited, the subsidiary company of Al-Futtaim group of Dubai, is a story of rollicking success. With consistent corporate achievements, the company is recognized for corporate excellence and “Best Corporate Performance”.

With its Corporate office in Lahore, the AGTL plant at Dera Ghazi Khan, manufactures New Holland (Fiat) tractors in technical collaboration with CNHI - Case New Holland, the Number One manufacturer of agricultural tractors in the world. The AGTL plant, an icon of engineering dynamics operates on high efficiency. With Quality Control and Quality Assurance, quality improvement systems exist at every level. One of our mission statement reads: “Our most enduring competitive edge is the quality of tractors”.

What you will do?

Purpose

To ensure prompt resolution of customer complaints while delivering the highest level of customer service. Responsible for conducting after-sales service field activities to support business growth, including product testing, trials, and sharing quality feedback. Committed to building long-term customer relationships in the Multan region, with the goal of driving repeat purchases of AGTL products.

Key Responsibilities

• Manage end-to-end warranty claim processing, including claim verification, eligibility checks, technical assessment, approval/ rejection decisions, and ERP processing within defined turnaround times.
• Ensure strict quality control and fraud prevention through detailed validation of claim documentation, failure analysis, pattern identification, and audit-ready record maintenance.
• Maintain strong dealer relationships by providing timely updates, clear policy guidance, professional communication on rejections, dispute resolution, and training on proper claim submission.
• Perform warranty data analysis and reporting, including tracking KPIs, generating monthly dashboards, identifying quality trends, and supporting warranty cost forecasting and product improvement actions.
• Lead process improvement and compliance efforts by ensuring adherence to AGTL/Al-Futtaim policies, recommending operational enhancements, and supporting cross-functional quality and customer satisfaction initiatives.
• Administer free service coupon programs by verifying redemption claims, reconciling coupon records with tractor sales, maintaining complete databases, and reporting utilization trends.
• Coordinate all warranty- and coupon-related payments with Finance, ensuring accurate calculations, timely reimbursements, discrepancy resolution, and complete financial audit trails.

Education:

• Bachelor’s degree in business administration or equivalent, Engineering (Mechanical/Industrial/Agricultural), or related field.

Minimum Experience and Knowledge:

• 5-6 years of professional experience in roles requiring analytical thinking, documentation verification, and decision-making.
• The candidates with experience of insurance claims processing, bank credit assessments, or quality control and audit functions will be preferred.

Job-Specific/Technical Skills:

• Excellent communication and interpersonal skills in English, Urdu and Punjabi.
• Experienced Computer User, MS EXCEL, MS POWERPOINT.
• Good analytical and problem-solving skills.
• Candidate must have a flexible attitude towards working hours as frequent travelling may be required.