Job description

Overview Of The Role:

The Andon is accountable for leading and coaching the Volvo Personal Service team by enhancing customer experience and workshop efficiency while minimizing costs. This role emphasizes continuous improvement by guiding PSTs, supporting with minor car repairs, conducting short- and long-term planning, and driving key performance metrics. It demands achieving high customer satisfaction with a Net Promoter Score (NPS) of over 70%, and productivity levels exceeding 100%. The Andon plays a vital part in coordinating workshop improvement projects to boost productivity by 10% annually, sustaining 5S principles, and promoting value-added service sales.

What You Will Do:

• Lead and coach the Volvo Personal Service team to improve customer experience and efficiency while minimizing costs.
• Conduct daily meetings to review agenda, encourage team reporting of problems, and ensure work in progress is less than 2 days of workshop capacity.
• Follow up on team KPIs and maintain the Visual Planning board in the workshop.
• Pre-check and manage daily planning for the team to predict support needs and avoid lost hours.
• Provide first-line support to the PST/team to resolve production planning or daily work issues.
• Coach and support PST in technical and administrative areas, meeting Volvo ITC targets.
• Coordinate improvement work within the workshop to boost productivity by 10% each year.
• Ensure 5S principles are adhered to, maintaining zero open points from workshop audits.
• Enhance PST's abilities to sell value-added services, meeting sales targets for accessories, tinting, tires, batteries, and more.
• Achieve customer retention targets by proposing services to inactive customers, maintaining retention over 70%.
• Record and oversee training needs and completions for PST to ensure all technicians are certified.
• Ensure PST completes 100% customer follow-up calls post-visit.
• Collaborate with Al-Futtaim Automotive Academy for PST assessments and skill development, achieving a high Associate Engagement Score.
• Provide on-the-job training and support business need analysis based on branch work output.

Skills

Required Skills To Be Successful:

• Leadership and coaching skills.
• Customer relationship management and complaint handling skills.
• Technical skills and user skills in tools and equipment.
• Problem-solving abilities in technical and operational areas.

What Qualifies You For The Role:

• Bachelor's or Diploma in mechanical, automobile, or industrial engineering.
• Advanced electrical vehicle technical certification and AATC/IMI Level 4 certifications.
• Valid UAE driving license.
• Minimum 5 years of experience as a technical lead in an automotive dealership, with advanced EV knowledge.