Overview of the role

We are looking for a commercially driven and customer-focused Service Manager – Heavy Duty Trucks to lead our Aftersales Commercial Vehicle operations in Dubai.

This role is responsible for driving overall service center performance, including revenue, profitability, customer satisfaction, and operational excellence. You will lead cross-functional teams across service, workshop, and parts to deliver a seamless customer experience while maximizing vehicle uptime and Aftersales growth.

What you will do

• Drive branch performance to achieve targets across revenue, gross margin, sold hours, and service-related sales
• Manage the overall service center operations, ensuring efficiency, productivity, and quality delivery
• Monitor and improve key KPIs including NPS, Fix-It-Right (FIR), utilization, and productivity
• Ensure compliance with company policies, OEM standards, and local regulatory requirements
• Lead daily alignment meetings with Service, Workshop, and Parts teams to drive performance
• Develop and coach team members to improve capability, engagement, and performance
• Analyze customer feedback and implement continuous improvement initiatives to enhance experience
• Manage stakeholder relationships across internal teams, OEMs, and customer-facing functions
• Oversee branch P&L, forecasting, and reporting to ensure financial performance targets are met
• Ensure adherence to health, safety, and environmental standards within the service center

Required skills to be successful

• Strong commercial acumen with ability to drive Aftersales revenue and profitability
• In-depth understanding of heavy-duty truck service and Aftersales operations
• Strong leadership and people management capabilities
• Excellent analytical, problem-solving, and decision-making skills
• Strong understanding of workshop KPIs and operational performance drivers
• Ability to manage multiple stakeholders and drive cross-functional collaboration
• Proficiency in ERP systems and MS Office tools

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