Technical Support Engineer

Robinson & Co (Singapore) Pte Ltd; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading automotive service company in the UAE is seeking a Technical Support Engineer to provide diagnostic support for electric vehicles. The ideal candidate will have 6 years of automotive repair experience, including 3 years as a master technician or in a technical support role. Responsibilities include preparing reports, conducting field visits, and ensuring the highest customer service standards. A diploma in engineering and knowledge of electronics are required. A valid UAE driving license is essential.

Qualifications

• 6 years of experience in automotive repair, with at least 3 years as a master technician or technical support engineer.
• Valid UAE driving license without travel restrictions within GCC.

Responsibilities

• Provide diagnostic support for EV vehicles on technical and electrical issues.
• Prepare quality case reports and submit to the technical manager.
• Escalate issues to the technical manager regularly.
• Assist in field visits to resolve technical issues.

Skills

Knowledge of electronics

Onboard diagnostics

New energy vehicles

Communication skills

Leadership

Teamwork

Adaptability

Education

Diploma or equivalent in mechanical or electrical engineering

IMI EV Level 3 or 4

Job description

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

• 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 escalating issues and ensuring service satisfaction. This role contributes significantly to improving customer service and creating a quality service culture within the department.

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 upscale 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.