Technical Advisor

Job description / Role

Company overview

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

Overview of the role

To deliver expert technical consultation and guidance to Service Advisors during the vehicle intake process, particularly for cases requiring advanced diagnostics. This includes direct interaction with customers to validate reported symptoms, conducting observations and road tests with them, and providing hands-on support to technicians throughout the repair journey. The role ensures accurate first time diagnosis and timely resolution of complex technical issues, enhancing customer satisfaction and reinforcing the brand’s reputation for service excellence.

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.
• Vehicle warranty repair management
  Ensure adherence to warranty processes and procedures as defined by the Principal 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 using information from the Head Office and Principal.
• Diagnostic tools and equipment
  Ensure all diagnostic tools and equipment are available, properly maintained, and updated in accordance with the distributor’s tool list and 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, aligning with Head Office and Principal standards.
  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

A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.

Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.

We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences.

We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.

What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.