Technical Service Operations GM

About Abdul Latif Jameel

Abdul Latif Jameel is a diversified business with a significant presence across the Middle East, North Africa, and Turkey (MENAT region). With a history spanning 75 years, the company has evolved from a trading business and Toyota distributorship in Jeddah, Saudi Arabia, to establish an extensive operational infrastructure and the largest vehicle distribution network in Saudi Arabia. Leveraging its automotive expertise, Abdul Latif Jameel has diversified into new sectors that contribute to the 'infrastructure of life' in the MENAT region.

Role Overview

Abdul Latif Jameel is seeking a Technical Service Operations GM to join its team in Makkah, with operations covering Jeddah and Makkah. This full-time role is central to ensuring the proper implementation of Early Detection & Early Resolution (EDER) activities. The General Manager will be responsible for reflecting field concerns to manufacturers and contributing to overall customer satisfaction by providing timely and accurate technical assistance to service outlets.

Key Responsibilities

• Improve and maintain systems for gathering technical data from the field.
• Supervise Product Managers in investigating high-occurrence technical problems.
• Communicate and follow up on top technical problems with manufacturers (TMC).
• Ensure the proper implementation of service and recall campaigns.
• Handle serious customer technical complaints related to products.
• Analyze Field Technical Report (FTR) data and review unusual patterns of warranty claims.
• Analyze parts demand data for recall campaigns.
• Participate in Conformity/Suitability tests, POD, POE, and other product quality activities.

Impact and Strategic Focus

This role directly impacts the proper implementation of Early Detection & Early Resolution activities and the issuance of high-quality Market Product Reports. It also indirectly contributes to customer satisfaction. The General Manager holds a crucial strategic role in achieving targets for FTR quality, quantity, and speed, and is responsible for organizing quality services with manufacturers and ensuring the proper implementation of service and recall campaigns.

Qualifications and Experience

• A minimum of 10 years of relevant experience.
• Demonstrated ability to communicate new technical problems to manufacturers and ensure permanent solutions.
• Proven track record in providing high-quality technical support to service centers.
• Experience in launching service and recall campaigns efficiently and effectively.

Working at Abdul Latif Jameel

Abdul Latif Jameel offers opportunities across its international footprint, guided by values of Respect, Innovation, a Pioneering Spirit, and Empowerment. The company fosters a culture where ideas and people can thrive.