Job Description

Roles & Responsibilities

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.

Desired Candidate Profile

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.

Technical Support Engineer- FAMCO Al Futtaim Private Company (LLC)