Senior Technician - PST | Al- Futtaim Automotive | Volvo

Job Requisition ID: 181519

About Al-Futtaim
Established in the 1930s, Al-Futtaim is one of the most diversified and progressive privately held regional businesses, headquartered in Dubai. Operating across more than 20 countries, the Group spans automotive, financial services, real estate, retail and health. With more than 40,000 employees, Al-Futtaim represents over 200 of the world’s most recognised brands, including Toyota, Lexus, IKEA, ACE and Marks & Spencer. Driven by its purpose to enrich lives and elevate communities, Al-Futtaim focuses on digital innovation, AI, sustainable growth and strategic partnerships, creating long-term value for customers, communities and partners while building a responsible legacy for future generations.

Overview Of The Role:

• The Personal Service Technician (PST) is a critical role aimed at delivering top-quality inspection, diagnosis, and repair of vehicles while maintaining high customer satisfaction. The PST handles the complete vehicle service process from initial contact to vehicle handover, ensuring compliance with standards, maximizing productivity, and enhancing customer loyalty. This role also incorporates mentoring junior technicians and maintaining exceptional operational standards to achieve business targets.
What You Will Do:

Customer Engagement

• Manage the entire customer journey including service booking calls, appointment scheduling, car reception, car repair, and customer handover including invoicing.
• Retrieve and document all customer information for a complete work order at first contact and follow up post service visit.
• Book rental cars for workshop customers and handle keys for outgoing and incoming cars.

Diagnosis and Repair

• Perform diagnosis, general repair, and periodic maintenance with Advanced General Repair (AGR) and accessories fitment as per the repair manual.
• Understand customer concerns for AGR cases and confirm symptoms to resolve issues correctly on the first attempt.
• Ensure 100% compliance with Fix It Right (FIR) process to achieve FIR targets.

Quality and Compliance

• Adhere to warranty process, ensuring vehicles meet Branch Self Approval criteria and accurate data is provided for Electronic Warranty Approval Request (EWARF).
• Maintain updated and well-maintained diagnostic tools and equipment; conduct regular audits for optimal efficiency.
• Ensure quality in Electronic Vehicle Check reporting to maintain accuracy and efficiency in operations.

Collaboration and Training

• Collaborate with Al-Futtaim Automotive Talent Centre to assess and upskill diagnostic technicians.
• Provide on-the-job training and support to junior technicians to enhance knowledge and competence in the workshop.

Operational Excellence

• Ensure compliance to HSSE and 5S guidelines to minimize risk and non-compliance.
• Ensure proper use of Special Service Tools and an organized inventory of general tools.

Required Skills To Be Successful:

• Advanced diagnostic and repair skills with an emphasis on AGR processes.
• Strong customer relationship management and communication skills.
• Expertise in using and maintaining diagnostic tools and equipment.
• Proficiency in administration related to warranty processes and documentation.
What Qualifies You For The Role:

• IMI LV Master Technician (L3-4) or equivalent with high-level brand certification such as Diagnostic Master, Gold, or L3.
• Minimum 6-7 years of experience as a Light Vehicle Technician, including at least 2 years as a Diagnostic Technician and experience as a Service Advisor at a dealership.
• Technical skills including user proficiency with diagnostic tools, customer relationship management, and strong communication skills.
• Ability to read and interpret technical manuals and wiring diagrams, with experience writing technical reports and performing quality inspections.
Al-Futtaim Automotive is one of the region's leading mobility businesses, operating across eight countries in the Middle East, Asia and North Africa.

With a portfolio of more than 25 world-leading brands, we deliver one of the region's most comprehensive mobility ecosystems.

Our capabilities span passenger vehicles, commercial vehicles and industrial equipment, backed by integrated logistics, leasing, aftersales and financial services that deliver a seamless customer experience across every stage of the mobility journey.

Our vision is to become a world-class mobility player, creating better experiences for our customers through innovation, digital transformation and a relentless focus on customer experience. We work alongside some of the world's most trusted automotive brands to shape the future of mobility, delivering solutions that meet the evolving needs of individuals, businesses and communities.

Behind everything we do is a team of more than 9,000 colleagues united by ambition, collaboration and a shared commitment to progress. Together, we're shaping the future of mobility, embracing new technologies and creating better experiences for our customers.  At Al-Futtaim Automotive, you'll be empowered to turn ambition into action and help move our customers, our business and your career forward.