About the Role
This is an exciting opportunity to play a key role in the future of Aftersales. Our vision is to be a powerful, world-renowned symbol of innovation and modern luxury. Your core objective is to ensure an enhanced customer experience by adding value at every interaction and ensuring that Vehicle Off Road (VOR) time is minimized for every customer.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
The Mobile Technical Support Engineer is responsible for providing expert technical support to the Retailer network. Reporting to the Principal Mobile Technical Support Engineer, you will be a pivotal member of the support team, taking ownership of complex technical issues submitted from the global network and leading through to a timely resolution via the Technical Request system or Retailer visit. You will be responsible for providing solutions, minimizing vehicle off road time, and surpassing the expectations of Retailers and customers. This is a hybrid role based in Abu Dhabi.
What You'll Do
- Take ownership of reported technical issues and lead through to resolution via the Technical Request system, using targeted questioning to quickly identify the root cause and ensure that a repair plan is in place
- Research, diagnose, and identify solutions to resolve complex technical issues via Technical Request, utilizing the Aftersales workshop or Retailer visits (globally) as required
- Provide field support for Retailer and client concern resolution globally, providing prompt and accurate feedback to customers on occasion
- Ensure recalls and campaigns are carried out by all Retailers as required
- Create Knowledge Articles to ensure best practice is shared
- Collate and provide relevant data and information to support improvement of vehicle quality and first-time fix repair rates
- Create and report on quality notification (QN) reports to ensure continuous vehicle quality improvements
- Maintain and champion a "Customer First" mindset, working cross functionally to ensure that VOR time is kept to an absolute minimum
- Accurately report open case status to your colleagues at daily huddles and weekly open case reviews to ensure all appropriate repair steps are considered
- Lead technical presentations and seminars at regional locations to technicians, ensuring best practice is shared leading to a high technical capability in the network
- Prioritize and manage multiple complex open cases at one time
- Guide the Serviceability, Diagnostics, and Technical Documentation teams with feedback on process and systems improvements when required
- Carry out any other appropriate work relevant to the role as required
What You'll Bring
- Previous experience in the Automotive sector either within a technical support role or prestige vehicle dealership (5 years minimum)
- A formal technical or engineering-based qualification, Master Technician status or suitable experience may be considered in lieu
- Demonstrate the ability to diagnose and troubleshoot complex technical issues
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbally to technicians whose first language may not be English
- IMI recognised training in hybrid/electric vehicle systems essential
- Advanced computer skills – Microsoft Office suite
- Proven technical experience and knowledge of:
- Vehicle Electrical Systems (CAN / BUS / ODB and Diagnostic Systems)
- Vehicle Operating Systems
- High Voltage Vehicle Systems
- Engine Management (Petrol Engines)
- Air Conditioning and Climate Control
- Electronically Controlled Transmissions
- Occupant Safety Systems
- Anti-lock Braking Systems
- Electronic Stability Systems
- Adaptive Damping Systems/Active Body Control
- Electronic Diagnosis Vehicle Security Systems
Personal Attributes
- Tenacious customer focus at all times with the ability to deliver customer-centric solutions
- The ability to plan, prioritize, and deliver workloads on time
- Professional spoken and face-to-face communication skills
- Professional personal presentation
- Flexible and adaptable
- Self-motivated and self-disciplined
- Must have a positive, ‘can-do’ attitude and work calmly under pressure
- Personal goal to strive for perfection and develop within the team
- Willingness to travel in line with business requirements
- All employees must ensure compliance with the Company Health and Safety Policy, and all relevant other statutory Health and Safety legislation
What We'll Do for You
We offer a wide-ranging benefits package that supports our employees' well-being. At the company, we strive for equal opportunity for all and foster a diverse, equitable, and inclusive environment. Our commitment drives our innovation and enables us to create something special together.
