Technical Support Engineer

2 weeks ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Al Futtaim Private Company LLC Full time

Overview Of The Role:
  • The Technical Support Executive acts as the main point of contact for technical issues concerning the EV 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 role contributes significantly to improving customer service and creating a quality service culture within the department.
What You Will Do:

Technical Support
  • Provide diagnostic support for EV vehicle brand on technical and electrical issues.
  • Ensure the availability of necessary special tools, technical literature, and service bulletins at locations.
  • Prepare quality cases reports and submit with required data to the technical manager and OEM.
  • Report all issues requiring technical assistance or concerns on new vehicles by raising technical reports.
  • Advise locations on resolving technical issues.
  • Remote assistance to solve technical issues when not physically present.
  • Conduct field visits to assist on technical issues.
  • Submit technical information reports to the principal and follow up on these reports.
Repair and Coaching
  • Assist in the failed part analysis and shipment to OEM.
  • Provide on-the-job coaching ensuring 'Fix-it-Right' implementations.
  • Coordinate software updates and equipment usage, ensuring completion rate meets technical manager assessment.
Communication and Liaison
  • 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:
  • Sound knowledge of electronics, onboard diagnostics, and new energy vehicles.
  • Ability to organize, analyze, and communicate effectively.
  • Experience with modern diagnostic and repair methods.
  • Leadership, teamwork, and adaptability in customer service-focused environments.
What Qualifies You For The Role:
  • Diploma or equivalent in mechanical or electrical engineering.
  • IMI EV Level 3 or 4.
  • Valid UAE driving license without travel restrictions within GCC.
  • 6 years of experience in automotive repair, with at least 3 years as a master technician or technical support engineer in dealer service operations.

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