Technical Support Engineer Al Futtaim Automotive BYD

About the Role

Al Futtaim Group is seeking a Technical Support Engineer for a full-time position. This role serves as the dealership’s highest technical authority for complex diagnostic cases, warranty escalations, and OEM technical coordination. The Technical Support Engineer supports Workshop Supervisors and Technicians in resolving advanced and repeat faults, ensuring all diagnostic and repair activities meet OEM standards.

Key Responsibilities

• Lead diagnosis and resolution of complex, repeat, or high-priority technical cases escalated from the workshop.
• Apply structured diagnostic methodologies using advanced tools, OEM systems, and technical documentation.
• Identify root causes of faults and define corrective actions to eliminate repeat failures and comebacks.
• Document detailed case reports, including diagnosis steps, root cause analysis, corrective actions, and lessons learned.

OEM Liaison and Field Actions

• Act as the primary technical contact between the dealership and OEM/Principal technical support teams.
• Manage recall campaigns, Special Service Campaigns (SSCs), and field actions from identification to completion.
• Prepare and submit Technical Reports, Product Quality Reports (PQRs), and warranty escalation cases in line with OEM requirements.
• Ensure timely communication and compliance with OEM technical updates, service bulletins, and field actions.

Technician Coaching and Capability Building

• Support and coach Technicians and Electrical Technicians on complex repairs, diagnostic strategies, and new technologies.
• Conduct technical training sessions, workshops, and toolbox talks to enhance workshop capability.
• Collaborate with Technical Trainers to identify skill gaps and implement structured development plans.
• Build and maintain a knowledge base of common faults, diagnostic approaches, and OEM technical updates.

Quality, Warranty, and Continuous Improvement

• Ensure all technical work meets OEM diagnostic and repair standards to support warranty claim approval and audit readiness.
• Analyze workshop performance data, including comeback rates, First Time Right (FTR), and warranty claims, to identify improvement opportunities.
• Lead initiatives to reduce repeat repairs, improve diagnostic accuracy, and enhance workshop efficiency.
• Support continuous improvement programs aligned with dealership operational and quality objectives.

Qualifications and Experience

Candidates should possess 5-10 years of relevant experience in a technical support or diagnostic role within the automotive industry. The role requires strong analytical skills and a deep understanding of OEM standards and diagnostic methodologies.