Technical Advisor Al-Futtaim Automotive BYD

Company Overview

Al Futtaim Group is a diversified business headquartered in Dubai, United Arab Emirates, with operations in automotive, financial services, real estate, retail and healthcare. The group employs more than 35,000 people across more than 20 countries in the Middle East, Asia and Africa, and partners with over 200 of the world's most admired and innovative brands.

Overview of the role

Deliver expert technical consultation and guidance to Service Advisors during the vehicle intake process, particularly for advanced diagnostics cases. The role involves direct customer interaction, validating reported symptoms, conducting observations and road tests, and providing hands on support to technicians throughout the repair journey. The goal is accurate first time diagnosis, timely resolution of complex technical issues, and higher customer satisfaction.

What you will do Customer Interaction

• Understand customer concerns related to advanced diagnostic cases and confirm the symptoms to ensure first time resolution.
• Communicate the resolution of concerns clearly and effectively to build customer trust and enhance their overall experience.
• Ensure adherence to warranty processes and procedures to qualify repairs for warranty claims.
• Verify that diagnostic technicians submit warranty approval reports accurately and on time, with all required supporting documents.
• Analyse and communicate technical report findings, support technicians in complex cases, and act as a technical leader and coach.

Diagnostic Tools and Equipment

• Ensure all diagnostic tools and equipment are available, properly maintained, and updated in accordance with distributor guidelines.
• Conduct regular audits of diagnostic tools and equipment to maintain optimal efficiency and readiness in the workshop.

Risk Management

• Ensure full compliance with HSSE and 5S guidelines.
• Adhere to all Standard Operating Procedures (SOPs) and memorandums issued by the Head Office and/or Principal.

Training & Development

• Collaborate with Al Futtaim Automotive Talent Centre (AATC) to assess and enhance the skills of diagnostic technicians.
• Support business needs analysis based on branch performance and work output.
• Provide on the job training and technical guidance to technicians to continuously improve their capabilities.

Required skills to be successful

• Ability to identify complex vehicle issues using diagnostic tools and interpret technical data accurately for first time resolution.
• Skilled at engaging with customers to understand concerns, explain technical findings clearly, and build lasting trust and satisfaction.
• Capable of guiding and mentoring technicians, sharing knowledge, and promoting continuous technical excellence within the workshop team.
• Strong focus on adhering to warranty, HSSE, and brand standards, ensuring all documentation, repairs, and procedures meet quality and compliance requirements.

About the team

You will report to the Workshop Supervisor, working closely with Service Advisors and various internal stakeholders in a dynamic BYD workshop environment.

What equips you for the role

• 5 years of overall experience in an automotive dealership workshop environment, including at least 2 years in a similar role or 3 years as a Diagnostic/Master Technician.
• Degree or Diploma in Automotive Engineering or a related field.
• IMI or equivalent EV/PHEV certification (preferred).
• Valid UAE Driving License (mandatory).

About Al Futtaim Automotive

Al Futtaim Automotive is a major division of the Al Futtaim Group, operating in 10 countries across the Middle East, Asia and Africa. The division distributes, manufactures, leases and provides after sales services for iconic automotive brands such as Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM. The company aims to lead in custom made mobility solutions by delivering world class omni channel experiences and fostering a customer centric culture.