Deputy Manager Aftersales Services

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

The purpose of this role is to support the Head of Aftersales and Spare Parts in developing and establishing best-in-class service operations across AGTL and its dealer network. The incumbent is responsible for driving the strategic and operational performance of aftersales services by ensuring high-quality customer service, optimizing processes, and enhancing the overall customer experience. The role includes overseeing daily operations, implementing service improvement initiatives, and fostering a culture of collaboration and continuous improvement, ultimately contributing to increased customer satisfaction, stronger loyalty, and sustained business growth through repeat purchase of AGTL products.

Key Responsibilities

• Identify and analyze customer service needs across the product lifecycle using data insights, surveys, and field feedback to drive service improvements.
• Develop and implement service strategies to enhance customer satisfaction, optimize service delivery, and improve spare parts availability.
• Analyze recurring technical issues and monitor service KPIs, providing actionable insights to improve product quality and service performance.
• Design and deliver technical training programs for dealer staff, improving service efficiency and “fix-it-right-first-time” (FRFT) ratios.
• Collaborate closely with Quality and cross-functional teams to address product issues, implement improvements, and maintain competitive positioning.
• Lead forecasting, planning, and dealer audits, ensuring operational excellence, accurate demand planning, and continuous improvement across the dealer network.

Education:

• BSc. Agricultural machinery engineering / BSc. Mechanical Engineering from a renowned university.
• Excellent communication and interpersonal skills in both English and Urdu.
• Experienced Computer User, familiar with ERP systems such as SAP and MS Office.
• Experienced in financial analysis, strategy and budget development.

Minimum Experience:

• Must have a minimum of 06 years of work experience in the Pakistani automotive industry, preferably with a leading global OEM or relevant/ similar role in manufacturing concern.

Job-Specific Skills:

• In-depth understanding of automotive business, aftersales operations and dealer service business in Pakistan.
• Ability to manage a team and effectively manage operations.

Behavioural Competencies:

• High levels of personal integrity and accountability.
• Ability to work within an international, diverse cultural environment and able to form excellent relationships with internal and external contacts.
• Able to work in dynamic, fast-paced, pressurized environments, adapting to rapid change in an agile and positive manner whilst continuing to provide economical and time focused solutions to critical business needs
• Team player in multi-disciplinary teams, and collaborative in approach and style
• Effective time management skills and focus on meeting demanding deadlines.