Overview of the role

To lead and manage service operations for consumer electronics and air conditioning products by ensuring timely service delivery, high quality standards, effective team performance, and compliance with company processes related to service, spare parts, stock, finance, reporting, and the achievement of revenue and collection targets as assigned from time to time.

What you will do

Description of accountability:

Service operations

• Achievement of revenue and collection target related to assigned portfolio and profit centre.
• Ensure timely allocation and effective distribution of service calls among team members to maximize productivity and meet service level agreements (SLAs).
• Coordinate closely with customers, technicians, resellers, dealers, and internal teams to attend and resolve complaints within the prescribed turnaround time.
• Monitor job progress and proactively update customers and relevant stakeholders on status and expected closure.
• Ensure proper job closure and timely billing in SAP immediately upon completion of service calls.
• Maintain clear and professional communication through SAP, emails, and internal coordination.

Quality & performance management

• Ensure all service jobs are completed with the highest quality standards, aiming for zero repeat complaints.
• Identify, raise and discuss epidemic or recurring failures with principles and line managers and support root cause analysis.
• Monitor individual technician performance and motivate team members to improve efficiency, skill levels, and accountability.
• Guide team members to take on higher responsibilities through coaching, mentoring, and on-the-job support.
• Recommend and coordinate technical and soft-skill training programs based on performance gaps.
• Obtain periodic feedback from customers and end users regarding work carried out and ensure corrective actions are implemented where required.

Spare parts management

• Raise spare parts requests promptly and ensure timely issuance to technicians to avoid service delays.
• Track pending parts and regularly review status with the parts team for follow-up and availability.
• Ensure defective parts are returned to the store within three days of repair completion.
• Maintain weekly review of pending and returned parts with the team.
• Escalate spare parts pending beyond seven days to superiors for intervention.

Reporting & documentation

• Review all pending service calls on a regular basis and take corrective action where required.
• Prepare and submit weekly service and performance reports to the line manager.
• Conduct weekly performance discussions with team members, share feedback and provide support to improve individual and overall team performance.
• Ensure accuracy and completeness of job cards, claim data, call reports and supporting documentation.

Technical report (TR) & warranty management

• Ensure timely submission of TR-recommended job cards within seven days from job completion.
• Forward documents for scrap processing on a monthly basis.
• Regularly clear open orders, STOs and pending warranty-related transactions in SAP.
• Coordinate closely with warranty claims and technical teams to avoid delays or rejections.

Stock management

• Conduct periodic stock counts to ensure accuracy and system alignment.
• Ensure proper stock upkeep, segregation and control in line with company policies.
• Identify and process slow-moving, second sale and scrap stock for timely clearance.
• Maintain accurate stock records in SAP and address discrepancies immediately.

Finance & commercial coordination

• Ensure credit approvals are obtained for all non-cash jobs prior to service execution.
• Ensure timely preparation and submission of service estimates.
• Follow up on payments and collections from out-of-warranty customers.
• Escalate overdue payments to management.
• Coordinate with finance team using SAP reports and email communication to ensure financial compliance.
• Ensure timely preparation of debit notes for principal claims and follow up with principals for settlement.

Required skills to be successful

• Strong service operations and team management skills.
• Customer-focused approach with quality orientation.
• Good working knowledge of SAP and service management systems.
• Effective communication and coordination skills.
• Problem-solving and analytical ability.
• Ability to manage multiple priorities and meet deadlines.

What equips you for the role

• Diploma or bachelor’s degree in electronics, electrical or related field.
• 7 to 10 years of experience in after-sales service operations.
• Minimum 2 to 3 years in a supervisory or team leadership role.
• Experience in consumer electronics and/or air conditioning service operations.

About Al-Futtaim Retail

Al-Futtaim Retail has established itself as one of the leaders in retail across the Middle East, Africa and Asia over the past 30 years. We have developed partnerships with some of the biggest and most respected brands in the world including IKEA, ACE and Toys R Us in the Middle East and the Inditex Group of Brands (Zara, Mango, Bershka and P&B) across Asia. We are also one of the largest global partners of Marks and Spencer’s in both regions with over 75 stores offering both fashion and food options.

Most recently we have been responsible for bringing brands to the Middle East for the first time with the exciting launches of Watsons and B&Q and we aim to continue to be agile and adaptive to our markets with new launches and further development. For this to be possible we aim to recruit the best talent from all backgrounds who will continue to challenge and develop our diverse workforce which includes over 100 nationalities across 12 countries. Join us today and make a difference.