Technical Support Engineer - Al-Futtaim Automotive BYD, Saudi Arabia

About Al-Futtaim Automotive

Al-Futtaim Automotive, a prominent division of the UAE-based Al-Futtaim Group, operates across 10 countries in the Middle East, Asia, and Africa. Representing renowned automotive brands such as Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo, and RAM, the company engages in distribution, manufacturing, leasing, and aftersales services. Focused on customer-centric innovation and quality, Al-Futtaim Automotive aims to lead in customized mobility solutions and offers a vast product portfolio spanning from passenger vehicles to commercial and industrial equipment.

Role Summary

The Technical Support Engineer acts as the dealership’s expert technical authority, providing resolution for intricate diagnostic challenges, warranty escalations, and managing communications with the Original Equipment Manufacturer (OEM). This role supports workshop leadership and technicians in troubleshooting complex issues, mandates adherence to OEM repair standards, and safeguards the dealership’s reputation through accurate technical reporting and execution of recall actions.

Key Accountabilities

• Lead investigation and resolution of complex or recurring faults escalated from workshop teams.
• Utilize advanced diagnostic tools, OEM software, and detailed technical documentation to conduct structured fault analysis.
• Perform root cause analyses and develop corrective measures to prevent recurrent failures.
• Compile comprehensive reports documenting diagnostic processes, findings, and corrective actions.
• Serve as the primary technical liaison with OEM support, handling warranty escalations and field campaign management.
• Oversee recall activities, Special Service Campaigns (SSCs), and field actions ensuring timely completion.
• Ensure dealership compliance with OEM technical bulletins, updates, and field service directives.
• Provide coaching and technical guidance to technicians, facilitating skills enhancement through training workshops and toolbox talks.
• Collaborate with training teams to assess skill gaps and promote continuous capability development.
• Maintain an updated knowledge base related to common faults and OEM technical developments.
• Guarantee all repairs meet OEM diagnostic and quality standards, supporting warranty processes and audit readiness.
• Analyze operational performance metrics such as comeback rates and first-time fixes to identify improvement areas.
• Champion initiatives to boost diagnostic accuracy, reduce repeat repairs and optimize workshop productivity.

Candidate Profile

• Must hold a Bachelor's degree in Automotive, Mechanical, Electrical Engineering, or related field.
• Possession of OEM Master Technician certification or advanced technical qualifications is advantageous.
• Bring 7 to 10 years of growing experience within franchised automotive dealership environments.
• Proven success in managing complex diagnostic challenges and collaborating with OEM technical departments.
• Hands-on experience with electric vehicles (EV), hybrid technology, Advanced Driver Assistance Systems (ADAS), and modern automotive electronics.

Technical Expertise

• Mastery of OEM diagnostic systems, scanning tools, and oscilloscope diagnostics.
• In-depth knowledge of vehicle subsystems including powertrain, chassis, body electronics, and high-voltage systems.
• Strong analytical skills for detailed root cause investigations and the ability to produce structured technical documentation.
• Proficient with Dealer Management Systems (DMS), warranty platforms, OEM portals, and technical reference software.
• Competent in Microsoft Excel and PowerPoint for technical data analysis and reporting purposes.