Head of Aftersales – Commercial Vehicles & Construction Equipment

Job Overview

We are seeking an experienced and strategic Head of Aftersales to lead Service, Parts, and Uptime operations across the Trucks and Construction Equipment divisions. Based in Dubai, this senior leadership position plays a critical role in driving operational excellence, customer satisfaction, business growth, and profitability while ensuring full compliance with company policies and OEM standards.

Reporting directly to the General Manager – Aftersales, the successful candidate will oversee multiple aftersales functions, implement growth strategies, and deliver exceptional customer support across dealership operations.

• Develop and execute comprehensive aftersales strategies aligned with organizational objectives and market opportunities.
• Lead and manage Service, Parts, Uptime, Construction Equipment, Truck, and Dealer Aftersales operations.
• Drive sustainable growth through improved customer retention, service excellence, and market expansion initiatives.
• Identify opportunities to enhance operational efficiency, profitability, and long‑term business performance.

• Manage aftersales business performance, including budgeting, forecasting, and profit‑and‑loss accountability.
• Increase service and spare parts revenue through strategic sales initiatives and customer engagement programs.
• Monitor key performance indicators (KPIs) and implement corrective actions to achieve business targets.
• Optimize resource utilization and cost management across all aftersales functions.

• Deliver a superior customer experience through efficient service operations and proactive customer support.
• Implement customer feedback programs and service recovery processes to improve satisfaction and loyalty.
• Ensure timely resolution of customer concerns while maintaining high service standards.
• Promote a customer‑centric culture throughout the organization.

• Ensure compliance with OEM warranty policies, technical guidelines, and service quality standards.
• Maintain strong relationships with OEM partners, suppliers, and industry stakeholders.
• Coordinate the implementation of new service programs, technical updates, and product support initiatives.
• Ensure dealership operations meet manufacturer requirements and best practices.

• Lead, mentor, and develop a team of managers and aftersales professionals across multiple business units.
• Foster a culture of accountability, collaboration, safety, and continuous improvement.
• Establish performance goals and support employee development through coaching and training initiatives.
• Build high‑performing teams focused on delivering exceptional operational results.

• Proven leadership experience managing large aftersales teams within commercial vehicle, truck, or construction equipment industries.
• Strong expertise in dealership operations, service management, spare parts business, and warranty administration.
• Demonstrated ability to improve operational efficiency, profitability, and customer satisfaction.
• Strategic planning and execution skills with a focus on business growth and performance improvement.
• Excellent stakeholder management skills with experience working closely with OEMs and suppliers.
• Strong analytical, communication, negotiation, and organizational abilities.
• In‑depth understanding of customer service KPIs, workshop productivity metrics, and aftersales best practices.

You will join a highly experienced aftersales leadership team and report directly to the General Manager – Aftersales. This role involves close collaboration with sales, technical, operations, and support departments to deliver outstanding customer experiences while achieving commercial and operational objectives.

The position offers the opportunity to lead cross‑functional teams across Trucks and Construction Equipment divisions and contribute directly to the company’s continued success in the UAE market.

• Bachelor’s Degree in Automotive Engineering, Mechanical Engineering,…