The Al Mulla Group stands as a monumental pillar in the commercial landscape of the State of Kuwait, representing one of the most successful and multifaceted privately owned conglomerates in the Middle East. With a history stretching back nearly nine decades, the organization has evolved from a modest local enterprise into a massive international powerhouse. Today, the workforce exceeds 15,000 professionals, a diverse community hailing from more than 35 different countries, reflecting a truly global corporate culture. This human capital drives the operations of over 40 subsidiary companies and affiliates, managing an impressive portfolio that includes partnerships with more than 200 of the world’s most prestigious brands. The genesis of this empire dates back to 1938. In the bustling heart of Kuwait City, the journey began with a single, small retail outlet focused on electrical appliances. From those humble beginnings, the Group embarked on a trajectory of relentless growth and strategic diversification. What started as a localized trading venture has now blossomed into a multi-national entity with a physical presence and operational footprint spanning Kuwait, Iraq, the United Arab Emirates, Oman, Qatar, Egypt, and India. This geographic reach is not static; the organization continues to eye new horizons, with active plans to penetrate additional markets across the Middle East and international territories.

The operational breadth of the Al Mulla Group is remarkably wide, touching almost every vital sector of the modern economy. At the core of its reputation is a dominant presence in the automotive industry, where the Group manages everything from the distribution of world-class vehicles to comprehensive after-sales servicing, as well as robust vehicle rental and leasing programs. This automotive expertise is complemented by a strong financial services wing. The Group provides essential consumer and corporate financing solutions, operates high-volume money exchange houses that facilitate regional remittances, and offers sophisticated insurance products to protect assets and individuals. Beyond trade and finance, the organization has carved out a significant niche in the technical and industrial spheres. Its engineering division is a leader in regional infrastructure support, while its manufacturing arms produce high-quality goods that meet rigorous international specifications. The distribution of engineering products and the provision of office automation technologies further solidify the Group’s role as a primary partner for both governmental and private sector development. In recent years, the Group has also expanded its social impact by investing heavily in healthcare and education, recognizing that these sectors are fundamental to the long-term prosperity of the communities it serves. Security services, real estate development, and a comprehensive logistics network involving travel and cargo services round out this diverse portfolio. By spreading its expertise across such varied domains, the Al Mulla Group has insulated itself against market volatility and established multiple avenues for sustainable growth. Each business unit operates with a high degree of autonomy but remains unified by the parent company’s overarching philosophy of excellence.

A defining characteristic of the Al Mulla Group is its unwavering adherence to global standards of corporate governance. This commitment to transparency, ethics, and quality has been the cornerstone of its longevity. It is the primary reason why more than 200 international corporations, originating from over 30 different nations, have chosen the Group as their trusted partner in the Middle East. These alliances are built on decades of mutual respect and a shared goal of delivering superior value to the end consumer. Over the last 90 years, the Group has successfully nurtured these relationships, becoming a bridge between global innovation and local market needs. The strategic vision guiding the Group focuses on creating holistic, far-reaching solutions. Rather than merely participating in a market, the goal is to lead it. By identifying emerging trends and gaps in the market, the organization proactively develops new services and products that address the evolving requirements of modern society. Whether it is through pioneering new financial technologies, introducing sustainable automotive solutions, or enhancing the quality of regional healthcare, the Group remains dedicated to progress.

This proactive stance has ensured that the Al Mulla Group remains a market leader in every industry it enters. The transition from a local shop to a diversified multinational was not accidental; it was the result of a deliberate strategy to seek out opportunities for expansion while maintaining the highest service standards. The Group’s ability to integrate international best practices with deep-rooted local knowledge has made it a preferred partner for non-governmental organizations, government bodies, and private enterprises alike. As the Al Mulla Group moves further into the 21st century, the focus remains on innovation and expansion. The legacy established in 1938 serves as a foundation for a future that promises even greater integration into the global economy. By continuing to prioritize quality, integrity, and customer satisfaction, the Group ensures that it will remain a dominant force in the Middle Eastern business world for many more decades to come. The story of the Al Mulla Group is ultimately one of transformation proving that with a clear vision and a commitment to excellence, a small local business can indeed change the face of regional commerce.

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Head of Department – Aftersales – Al Mulla Electronics

About the job

Responsible for leading and managing all aftersales service functions across home appliances, home electronics, HVAC systems, and information display systems, including leading a team of Field Service Representatives.The role oversees repair, maintenance, warranty claims, service quality, technical support, and customer complaint resolution to ensure timely and effective service delivery. It is also responsible for providing necessary training, scheduling and coordinating service appointments, supporting authorized service centers, monitoring service performance, and ensuring the required service standards, coverage, quality, and cost objectives are achieved. The position works closely with the strategic partner, authorized service centers, dealers, internal departments, and support teams to improve service efficiency, strengthen customer satisfaction, and maintain Al Mulla Electronics’ reputation as a leading aftersales service provider.

Key Responsibilities

1- Aftersales Service Management

• Lead and oversee the Authorized Service Network for Home Appliances, Home Electronics, and Mobile Communications products, ensuring both service delivery and quality control.
• Manage repair, maintenance, warranty, and customer service operations to ensure timely and effective resolution of customer inquiries and complaints.
• Ensure service standards, coverage, quality, and cost requirements are consistently achieved.
• Support dealer-related issues with service or quality and deal with parts quality or backorder issues.
• Guide the relevant teams and departments in meeting or exceeding their performance objectives.

2- Team Management and Strategic Development

• Work with Dealer Service to develop strategies that consistently improve service levels and maximize cost-saving opportunities.
• Liaise with the strategic partner to remain updated on product updates, technical specifications, and warranty policies, and communicating any changes to the service team and customers.
• Collaborate with Authorized Service Centers, Dealers Business Unit Sales VP, Regional Managers, Service Parts, Service Quality, Warranty Admin, and Technical Support teams.
• Liaise with the quality organization regarding reworks, service quality, and cost issues.
• Regularly review and analyze service performance data to identify areas for improvement and implement strategies to increase efficiency and customer satisfaction.

Educational Qualifications

• Bachelor’s degree in Engineering, Business, or a related field is required.
• Master of Business Administration or relevant postgraduate qualification is an advantage.
• Technical training or professional certification in consumer electronics, home appliances, or HVAC systems is an advantage.

Recommended Experience

• Minimum 10 years of experience in the consumer electronics, home appliances, or HVAC systems or a related industry.
• Minimum 3-5 years of experience in a managerial or supervisory role, preferably in a service-related department.
• Extensive experience in customer service, including managing customer complaints, queries, and service-related escalations is crucial.
• Relevant technical experience in repair, maintenance, or technical support for consumer electronics, home appliances, HVAC systems, or related products is preferred.
• Experience in working with OEM partners or stakeholders.

Skills and Competencies

• Strong technical knowledge of consumer electronics, home appliances, HVAC systems, and related aftersales services and products.
• Strong leadership & team management skills to effectively lead a team of Field Service Representatives.
• Excellent customer service skills to ensure customer satisfaction & handle any service-related issues effectively.
• Strong verbal, written communication skills, and relationship-management skills.
• Strong analytical skills with the ability to review service performance and identify areas for improvement.
• Strong problem-solving and troubleshooting capabilities.
• Strong planning, organizational, and time-management skills with the ability to manage multiple priorities, schedules, and administrative requirements effectively.

Job Remarks

• Preferred Language: Arabic, English
• Job Country : Kuwait
• Duty Shift / Timings : One Shift / 8:00 am – 4:00 pm

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