Technical Support Engineer | Al-Futtaim | FAMCO

About This Role

Job Requisition ID: 177304

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview Of The Role:

• The Technical Support Engineer acts as the primary contact for technical issues concerning the vehicle brand, providing diagnostic support and ensuring tool and resource availability. The role involves preparing detailed technical reports, handling concerns on new vehicles, and advising on resolution methods. Regular communication with the brand principal and technical manager is essential to escalate issues and ensure service satisfaction. This position plays a crucial role in supporting the aftersales service network by ensuring efficient diagnosis and repair of commercial vehicles. The role requires in-depth technical knowledge, hands-on experience, and close coordination with internal teams and manufacturers. Success factors include minimizing vehicle downtime, maximizing operational efficiency, and promoting a quality service culture within the department.

What You Will Do: General

• Provide technical assistance to workshops and service teams for diagnosing complex vehicle issues, ensuring a high first-time fix rate and reduced repeat repairs.
• Analyze and resolve faults related to engine, transmission, electrical, and electronic systems with accurate diagnosis and resolution times.
• Support field teams with troubleshooting via remote or on-site assistance, meeting response and resolution times within SLA agreements.
• Liaise with manufacturers for technical queries, escalations, and product support, ensuring timely resolution of escalated cases.
• Review and validate warranty claims, ensuring proper documentation and compliance with a high warranty approval rate and submission accuracy.
• Conduct technical training and knowledge-sharing sessions for service staff and evaluate training effectiveness and feedback.
• Monitor recurring technical issues and provide feedback for product improvement, contributing to a reduction in repeat issues.
• Ensure the availability of necessary special tools, technical literature, and service bulletins at locations.
• Assist in the analysis and shipment of failed parts to OEMs.
• Coordinate software updates and equipment usage, ensuring completion meets technical manager assessments.
• Escalate issues to the technical manager regularly and conduct weekly reviews.
• Promote improvement of customer service in EV and PHEV models through close liaison with all departments.
• Assist the technical manager with customer-focused decisions to maintain a positive customer experience.

Required Skills To Be Successful:

• Strong knowledge of vehicle systems including engine, transmission, braking, electrical and ECU systems.
• Sound knowledge of electronics, onboard diagnostics, and new energy vehicles.
• Strong analytical and troubleshooting skills with a customer-focused and solution-oriented mindset.
• Effective communication and training ability with leadership, teamwork, and adaptability in customer service-focused environments.

What Qualifies You For The Role:

• Bachelor's Degree or Diploma in Automotive Engineering, Mechanical Engineering, or related field.
• 3 to 5 years of experience in vehicle diagnostics or technical support.
• Proficiency in diagnostic tools and software and understanding of CAN bus systems and vehicle electronics.
• Experience with OEM technical platforms, service portals, and interpreting technical manuals, wiring diagrams, and fault codes.

About Al-Futtaim Automotive A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.

Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.

We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences.

We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.

What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.