Technical Support Engineer | Al-Futtaim Automotive - BYD | KSA
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Key skills for this role
About the Role
Al-Futtaim Automotive seeks a Technical Support Engineer to serve as the highest technical authority for complex diagnostics, warranty escalations, and OEM coordination. The role requires a Bachelor's in Engineering, 7-10 years of dealership experience, and expertise in EV/hybrid systems.
Key Skills for This Role
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 that eliminate repeat failures and comebacks
- Document detailed case reports including diagnosis steps, root cause analysis, corrective actions, and lessons learned
- 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
- 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
Requirements
- Bachelor’s Degree in Automotive Engineering, Mechanical Engineering, Electrical Engineering, or related discipline
- OEM Master Technician certification or equivalent advanced technical qualification highly preferred
- Minimum 7–10 years of progressive experience within a franchised automotive dealership workshop
- Proven track record of resolving complex technical issues and supporting advanced diagnostics
- Experience working directly with OEM technical teams, warranty departments, or technical support functions
- Strong exposure to EV, hybrid systems, ADAS, and modern vehicle electronics is essential
- Expert level proficiency in OEM diagnostic platforms, scan tools, and oscilloscope based diagnostic equipment
- Deep understanding of vehicle systems including powertrain, chassis, body electronics, and high voltage (HV) systems
- Ability to perform detailed root cause analysis and produce structured technical reports
- Strong working knowledge of DMS platforms, warranty systems, OEM portals, and technical reference tools
- Proficiency in Microsoft Excel and PowerPoint for reporting, analysis, and presentation of technical findings
Full Job Posting
Position Summary
- The Technical Support Engineer serves as the dealership’s highest technical authority for complex diagnostic cases, warranty escalations, and OEM technical coordination.
- The role supports Workshop Supervisors and Technicians in resolving advanced and repeat faults that require deeper analysis, while ensuring all diagnostic and repair activities meet OEM standards.
- Acting as the primary technical interface with the manufacturer, the Technical Support Engineer protects the dealership’s brand reputation through accurate reporting, effective recall execution, and strong technical governance.
- In addition, the role plays a key part in developing workshop capability by coaching technicians, driving technical excellence, and supporting continuous improvement initiatives across aftersales operations.
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 that eliminate repeat failures and comebacks
- Document detailed case reports including diagnosis steps, root cause analysis, corrective actions, and lessons learned
- 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
- 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
Skills
- Bachelor’s Degree in Automotive Engineering, Mechanical Engineering, Electrical Engineering, or a related discipline
- OEM Master Technician certification or equivalent advanced technical qualification is highly preferred
- Minimum 7–10 years of progressive experience within a franchised automotive dealership workshop
- Proven track record of resolving complex technical issues and supporting advanced diagnostics
- Experience working directly with OEM technical teams, warranty departments, or technical support functions
- Strong exposure to EV, hybrid systems, ADAS, and modern vehicle electronics is essential
- Expert level proficiency in OEM diagnostic platforms, scan tools, and oscilloscope based diagnostic equipment
- Deep understanding of vehicle systems including powertrain, chassis, body electronics, and high voltage (HV) systems
- Ability to perform detailed root cause analysis and produce structured technical reports
- Strong working knowledge of DMS platforms, warranty systems, OEM portals, and technical reference tools
- Proficiency in Microsoft Excel and PowerPoint for reporting, analysis, and presentation of technical findings
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