Service Administrator

About Al-Futtaim Group

Founded in the 1930s as a trading enterprise, Al-Futtaim Group has evolved into one of the most diversified and forward-thinking privately held organizations in the Middle East, with its headquarters situated in Dubai, United Arab Emirates. Today, the Group operates across five key divisions—Automotive, Financial Services, Real Estate, Retail, and Healthcare—employing over 35,000 professionals across more than 20 countries spanning the Middle East, Asia, and Africa. Al-Futtaim Group collaborates with more than 200 globally recognized and innovative brands, driving growth through a customer-centric approach and entrepreneurial spirit. Guided by core values of respect, excellence, collaboration, and integrity, the Group remains committed to enriching the lives and aspirations of customers while adapting to the evolving needs of the communities it serves.

Role Overview

FAMCO is seeking a meticulous and proactive Service Administrator to provide robust administrative leadership within our Service Department. This pivotal role is instrumental in fostering operational excellence by ensuring precise KPI reporting, facilitating technical training initiatives, managing service contracts, coordinating procurement activities, and maintaining workshop assets and specialized tools. The ideal candidate will collaborate closely with Service Operations, Warranty, Contracts, and Technical Training teams, as well as external stakeholders and suppliers, to enhance workshop efficiency, uphold stringent quality standards, and deliver unparalleled service support. This position offers an exceptional opportunity for a detail-oriented professional who excels in dynamic automotive and engineering environments.

Key Responsibilities

• KPI Reporting and Analysis: Ensure the timely and accurate reporting of service KPIs, including technician productivity and utilization metrics, to support data-driven decision-making.
• Technical Training Support: Assist in the administration of technical training programs, including delegate coordination, follow-up communications, and stakeholder engagement to ensure seamless execution.
• Procurement Management: Oversee the procurement process for tools, equipment, and specialized service tools, encompassing supplier evaluation, sourcing, and contract negotiations to maintain operational readiness.
• Cross-Functional Collaboration: Coordinate with principals, Warranty, Contracts, and Service teams to provide operational support and gather technical feedback essential for continuous improvement.
• Workshop Asset Maintenance: Monitor and maintain workshop assets, ensuring proper upkeep, calibration, replacement planning, and adherence to company and regulatory standards.
• Financial and Administrative Oversight: Manage service administration functions, including invoicing, accounts receivable, and Work-in-Progress (WIP) monitoring to ensure financial accuracy and transparency.
• Service Contract Administration: Administer service contracts from proposal preparation and issuance to renewals, closures, monthly billing, and customer reporting, ensuring compliance and customer satisfaction.
• Quality and Compliance: Ensure adherence to ISO quality, safety, and environmental standards across all service operations to maintain operational integrity and regulatory compliance.
• Continuous Improvement: Contribute to initiatives aimed at enhancing workshop efficiency, productivity, and overall service delivery through process optimization and innovative solutions.

Required Competencies

• Analytical and Organizational Skills: Demonstrated ability to analyze data, manage multiple priorities, and solve complex problems with precision and efficiency.
• Communication and Stakeholder Management: Exceptional verbal and written communication skills, coupled with the ability to build and maintain strong relationships with internal and external stakeholders.
• Technical Proficiency: Advanced knowledge of Microsoft Office applications, particularly Excel and reporting tools, to support data analysis and management reporting.
• Procurement and Contract Expertise: Hands-on experience in procurement processes, supplier management, and contract negotiation to drive cost-effective and timely acquisitions.
• Attention to Detail: A meticulous approach to tasks, ensuring high levels of accuracy in reporting, documentation, and financial transactions.
• Industry Knowledge: A solid understanding of service operations, workshop environments, and customer service principles within the automotive and engineering sectors.

Team Dynamics

At FAMCO, the Service Operations team is dedicated to delivering world-class aftersales support and technical excellence. You will join a collaborative environment alongside skilled technicians, service professionals, warranty specialists, and operational leaders who are united in their commitment to achieving the highest standards of customer satisfaction, productivity, and operational efficiency. This role offers a unique opportunity to contribute to a high-performing team while advancing your career in a dynamic and supportive organization.