Technical Support Engineer | Al-Futtaim Automotive - BYD | KSA

Position Summary

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.

Educational Requirements

• 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.

Experience Requirements

• 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.

Technical Skills

• 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.

About Al-Futtaim Automotive