Al Futtaim Group · SA
Posted:
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 Escalated Diagnostics & Case Resolution • 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 OEM Liaison & 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 & 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 & 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