Aftersales Systems Support (MIS) Supervisor | Al-Futtaim Automotive | FAMCO

Overview of the Role

Every service booking, every parts invoice and every workshop job card across our Aftersales network depends on the systems behind it working exactly as they should. This role sits at the centre of that. You will be the person branch teams turn to when something in the system blocks them from serving a customer — and the person who makes sure the master data, pricing packages and schedules behind those transactions are accurate before anyone has to ask.

Based in Dubai and reporting into the National Aftersales Manager, you will own systems support and master data for our Aftersales distribution operations. That means resolving live system issues raised through the service desk, building and maintaining the service and parts packages that drive revenue, and keeping appointment and technician schedules loaded so branches can book, clock and invoice without friction.

You will also be expected to look beyond the immediate fix. A large part of the value in this role comes from spotting the recurring issues, questioning the process behind them and making the day-to-day easier and faster for the people at the front line. If you enjoy being the go-to problem solver in a fast-moving operational business, and you get satisfaction from turning a messy system issue into a clean, permanent solution, you will do well here.

What you will do

• Act as first-line systems support for service teams across all branches, answering queries and resolving system-related issues within 48 hours.
• Resolve front-line blockers same day, including invoice reversals, mileage corrections, discount applications, package amendments and time-clocking issues, directly reducing work in progress and accelerating invoicing.
• Partner with Aftersales, Finance and IT counterparts to investigate issues, gather information and drive resolutions through to close within agreed timelines.
• Create and maintain pre-delivery inspection packages, resolving any issues arising from package creation.
• Build and upload retail service packages for new models, ensuring every package is fully aligned to approved menu pricing with 100% accuracy.
• Set up and maintain the system for dealer-installed accessories, including package creation, modification and extension across required models.
• Support campaign rollouts end to end, uploading packages and managing the system throughout the campaign timeline.
• Upload service advisor shift patterns and technician work schedules so appointment booking and time clocking run smoothly.
• Maintain master data on backend system tables to keep integrations stable and reporting accurate.
• Review existing processes and recommend improvements that make operations simpler and faster for front-line teams.

Skills

Required Skills to be Successful

• Aftersales systems expertise — hands-on experience supporting or administering an automotive ERP environment, ideally SAP, in a live aftersales setting.
• Pricing and package management — proven background as a pricing analyst or pricing assistant, with the ability to build and maintain pricing structures accurately and at pace.
• Advanced Excel and data management — confident working with large data sets, running quality checks and maintaining data integrity.
• Structured problem solving — able to diagnose an issue quickly, decide what can be fixed now and what needs escalating, and see it through to resolution.