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

Job Requisition ID: 177934 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 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 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 findi

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.

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. 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.