Workshop Manager
About Al-Futtaim Group
Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.
By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.
Position summary
The Workshop Manager is responsible for leading end-to-end workshop operations within the Aftersales function, ensuring service excellence, technical quality, productivity, and profitability across all repair and maintenance activities.
The role acts as the operational backbone of the service center, driving labour utilisation, efficiency, and revenue performance while ensuring full compliance with OEM standards and dealership KPIs. The Workshop Manager directly impacts customer satisfaction (NPS/CSI), Fix-Right-First-Time (FRFT) performance, warranty governance, and overall aftersales commercial success.
By leading workshop teams, controlling operational costs, and ensuring high-quality service delivery, the role plays a critical part in maintaining dealership reputation and achieving sustainable business growth.
Key responsibilities
Workshop operations & productivity
Lead daily workshop operations to achieve labour sales, productivity, efficiency, and utilisation targets aligned with brand KPIs
Manage workload distribution, bay allocation, technician capacity, and job progression to maximise throughput and minimise vehicle turnaround time
Drive Fix-Right-First-Time (FRFT) performance and reduce repeat repairs and comebacks through strong technical governance
Ensure adherence to OEM repair standards, service bulletins, diagnostic procedures, and workshop processes
Monitor work-in-progress (WIP) and control ageing Repair Orders to ensure timely completion and revenue realisation
Financial & commercial performance
Deliver workshop revenue, labour sales, and gross profit targets across mechanical, electrical, body & paint, and accessory operations
Drive revenue growth through Vehicle Health Checks (VHC), menu pricing, and upselling opportunities via Service Advisors
Control operational costs including consumables, overtime, sublet expenses, and warranty rework within approved budgets
Analyse financial performance and implement corrective actions to improve profitability and cost efficiency
Customer experience & service quality
Champion customer satisfaction (CSI / NPS) by ensuring on-time delivery, quality repairs, and transparent communication
Handle escalated customer complaints with full ownership and implement root cause corrective actions
Work closely with Service Advisors to ensure accurate diagnosis, realistic promise times, and clear job approvals
Ensure consistent service quality and customer experience across all workshop activities
Team leadership & development
Lead, coach, and develop a team of Workshop Supervisors, Foremen, Team Leaders, Technicians, and Apprentices
Build a high-performance culture focused on productivity, quality, accountability, and continuous improvement
Manage technician certification, OEM training compliance, and skills development aligned with evolving vehicle technologies including EV/Hybrid
Drive performance management, succession planning, and Saudization development within the workshop workforce
Warranty, compliance & HSE
Oversee warranty processes to ensure accuracy, documentation integrity, and minimisation of warranty debit notes
Ensure full compliance with HSE standards, environmental regulations, and KSA labour and safety requirements
Maintain workshop equipment, tools, and Special Service Tools (SSTs) in line with OEM and safety standards
Ensure audit readiness for OEM, internal, and regulatory inspections
Reporting & performance management
Monitor and report key workshop KPIs including labour hours sold, efficiency, productivity, FRFT, CSI, and gross profit
Use DMS data (Kerridge, Autoline, SAP, Incadea, or equivalent) to analyse performance trends and identify improvement opportunities
Prepare and present monthly performance reviews to Aftersales leadership and OEM stakeholders
Drive continuous improvement initiatives based on data insights and operational performance gaps
Educational requirements
Bachelor’s Degree in Mechanical Engineering, Automotive Engineering, or a related technical discipline
Advanced OEM certifications or technical leadership training is highly preferred
Experience requirements
Minimum 8–10 years of experience in automotive aftersales operations within a franchised dealership environment
At least 3–5 years of experience in a Workshop Manager or equivalent leadership role
Proven track record of managing high-volume workshop operations and achieving financial and operational KPIs
Experience managing large technical teams (15+ technicians) within multi-bay workshop facilities
Technical skills
Strong knowledge of OEM diagnostic systems, repair standards, and workshop processes
Proficiency in Dealer Management Systems (DMS) such as Kerridge, Autoline, SAP, Incadea, or equivalent
Solid understanding of EV, hybrid systems, ADAS, and modern automotive technologies
Strong financial and operational analysis capability using workshop KPIs and reporting tools
Working knowledge of warranty systems, audit processes, and compliance standards
About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.
Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.
We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences.
We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.
What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.