Senior Service Team Leader - Mercedes-Benz Specialist

SilberArrows - UAE’s trusted independent Mercedes-Benz specialist - is seeking a Senior Service Team Leader to lead our front-of-house service operations.

Reporting to the Head of Customer Service, this role works in close partnership with the Head of Workshop to ensure a smooth, efficient flow between customer-facing and technical operations while maintaining the highest Mercedes-Benz standards of quality, efficiency, and professionalism.

About the Role

As Senior Service Team Leader, you’ll oversee the daily performance of our Service Team Leaders, ensuring smooth coordination across booking, service progress, approvals, and vehicle handovers. You’ll be the key operational link between customer service and workshop activity, driving team performance, consistency, and customer satisfaction.

Key Responsibilities

• Lead and mentor the Service Team Leaders to deliver exceptional service and operational discipline.
• Deliver monthly financial performance: hit targets for net sales and labour sales, and protect or improve gross margins through accurate pricing, disciplined discounting, strong upselling, and efficient workflow.
• Coordinate with the Head of Workshop on daily loading, technician scheduling, and job prioritisation.
• Ensure transparent, timely communication with customers regarding service progress, costs, and completion.
• Handle escalated technical or service concerns confidently and professionally.
• Uphold SilberArrows’ standards for documentation, job accuracy, and quality control before handover.
• Monitor and act on KPIs: throughput, RO cycle time, net sales, labour sales, gross margin %, hours sold, ELR (Effective Labour Rate), productivity/efficiency, comeback rate, NPS/CSI, WIP, and cash collection coordination with Accounts.
• Drive sales of ServiceCare, Extended Warranty, and other value-added products.
• Implement and maintain best-practice processes across all service interactions.
• Support the Head of Customer Service with training, performance reviews, and continuous improvement initiatives.

Requirements

• Prior experience in an automotive service leadership or customer-facing role preferred (Mercedes-Benz or other premium brand advantageous).
• Strong understanding of workshop operations, scheduling, and service processes.
• Excellent communication, organisation, and problem-solving skills.
• Confident, professional manner with a genuine focus on customer experience.
• Fluent in English (Arabic or additional languages a plus).
• UAE or GCC experience preferred.

What We Offer

• Competitive, performance-linked compensation package (base + incentives).
• Benefits: Medical insurance, employment visa, two days off per week.
• Annual Leave & Entitlements: In line with, and over time exceeding, UAE Labour Law.
• Career Growth: Pathway to Head of Customer Service or Service Manager roles within SilberArrows’ growing network.

How to Apply

Submit your CV via careers@silberarrows.com

Only shortlisted candidates will be contacted.

Job Type: Full-time

Pay: AED8,000.00 - AED13,000.00 per month

Experience:

• Customer Service: 1 year (Required)
• Automotive: 1 year (Required)