Overview of the role:
We are looking for a proactive and customer-focused Customer Support Representative to join our After Market team within FAMCO Construction Equipment, based in Dubai Investment Park 2.
This role plays a critical part in driving aftersales growth by building strong customer relationships, promoting parts and service solutions, and ensuring a consistently high level of customer satisfaction. You will act as a key link between customers and internal teams, supporting revenue targets while ensuring efficient issue resolution and long-term customer loyalty.
What you will do:
- Achieve defined KPIs related to parts revenue, penetration, and service contracts
- Respond promptly and professionally to customer inquiries, requests, and complaints
- Conduct customer site visits to promote parts and service campaigns
- Prepare and maintain accurate monthly sales reports and lost sales analysis
- Collaborate closely with service, inventory, and technical teams to resolve issues
- Provide field insights to the inventory team on critical parts required for machine uptime
- Support aftersales initiatives that contribute to overall business and customer satisfaction goals
Skills
Required skills to be successful:
- Strong customer service and relationship management skills
- Commercial awareness with the ability to drive aftersales revenue
- Clear communication and negotiation skills
- Problem-solving mindset with attention to detail
- Ability to work cross-functionally with service, inventory, and technical teams
- Confidence in handling customer objections and service-related discussions
What equips you for the role:
- Diploma or equivalent qualification; technical background preferred
- Minimum 2 years’ experience in customer service or aftersales support
- Working knowledge of SAP for quotations, order processing, and invoicing
- Familiarity with CRM systems and customer data management
- Understanding of machinery, parts, and service operations
- Awareness of Volvo Services portfolio (or similar OEM services) is an advantage