Service Manager

About the opportunity

Al Ghurair is seeking a Service Manager for its Dubai dealership. The role is suited to someone who combines technical know-how with a proactive approach, strong teamwork, and a commitment to building a positive workplace culture.

Role overview

This position plays a central role in leading the service advisor function and the customer service journey. You will oversee technicians across servicing, repairs, and technical diagnostics, while also coordinating the parts team to maintain an effective supply chain for the service department and parts counter sales. The role also includes supervising vehicle washing and polishing activity and supporting new vehicle preparation for the sales team.

You will independently manage workshop operations to improve branch performance in revenue and profit, while keeping manufacturer requirements and customer satisfaction at the forefront. In addition, you will handle warranty diagnosis and claims in a way that protects the business, and maintain a solid understanding of customer rights as outlined by the Ministry of Economy.

Key responsibilities

• Oversee the service advisor process and ensure the customer service workflow runs smoothly.
• Lead skilled technicians in day-to-day servicing, repair work, and technical diagnosis.
• Manage the parts team and parts operations so the service division and counter sales remain adequately supplied.
• Supervise daily vehicle washing and polishing activities.
• Support the sales department with preparation of new vehicles.
• Run workshop operations independently to improve revenue, profitability, and overall branch performance.
• Maintain compliance with manufacturer standards and high levels of customer satisfaction.
• Handle warranty assessments and claims accurately to avoid business losses.
• Plan manpower requirements, improve team engagement, and support retention efforts.
• Ensure the customer journey is handled efficiently and that ownership of KPI-based performance is clear.
• Maintain transparency in all customer transactions.
• Address customer complaints effectively and work to improve retention.
• Keep workflow levels sufficient to meet targets across prospecting, follow-ups, B2C, and B2B activity.
• Promote value-added service products through service advisors.
• Deliver labor and parts targets set for the workshop.
• Improve workshop productivity, efficiency, and utilization.
• Track work-in-progress orders and ensure billing is completed on time.
• Organize workshop planning efficiently.
• Apply and uphold the Fix First Time policy.
• Support recruitment, training, engagement, performance management, and handling of complex people-related situations.
• Ensure workshop SOPs and policies are followed.
• Manage manufacturer book-time policy requirements.
• Coordinate parts ordering and review technical bulletins.

Requirements

• Diploma in Automobile Engineering or Mechanical Engineering.
• At least 7 years of relevant experience, including 3 years in a similar role.
• Prior experience with Chinese car brands.
• Strong organizational ability and a results-focused mindset.
• Good judgment, tactical thinking, and confident decision-making.
• Customer-service orientation.

About the company

Al Ghurair is a long-established diversified family business group in the Middle East, founded in 1960. Its operations span Foods and Resources, Properties, Construction and Services, Energy, Mobility, and Ventures. Based in Deira, the group employs around 28,000 people across more than 50 countries.

The organization offers the chance to contribute to a legacy of excellence while working with a team that is helping shape the future of the UAE and beyond. Its culture emphasizes respect, support, open communication, belonging, and shared purpose.

Why join us

You’ll be part of a vibrant and inclusive workplace where people are encouraged to grow, collaborate, and succeed. The environment is built around enhancing life through mutual respect, support, and open communication.

Additional information

Location: Dubai, United Arab Emirates.

Employer reference in the source: EXEED UAE.