Technical Support Manager - Electric Vehicle, Al-Futtaim Automotive, Dubai, UAE

Job Requisition ID: 153361 

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:

This Role is a Key Position in Technical operations In Plug-in Hybrid (PHEV) and Electric Vehicles (EV). The Job Holder role is to manage technical activities between Principals, National Service Department, and various Service Centre customers, other Departments, Suppliers and Fleet Users. Point of contact being Testing Diagnosis, product evaluation, Recalls, Service Literature and Technical & Body repair training to ensure the on-going technical support.

 Also, to assess training needs, identify the gaps, prepare development plans for technicians, and accordingly impart plan training.  To be the focal point of contact / support for providing diagnostic support for EV, PHEV vehicles on technical issues, also by ensuring the availability of necessary special tools, technical literature, and service bulletins at locations. 

 

What you will do:

 

Technical Escalation OEM: Job Holder has a crucial role to ensure that in depth technical analysis of Quality concerns. He should ensure timely escalation of technical issues/product quality to the Manufacturer. Conduct Weekly and Monthly Meetings with Team members and with Manufacturer Quality /Technical team on submitted cases.

Recall / safety campaign: His Role on monitoring timely completion of recalls & safety campaigns is essential in accomplishing the Manufacturer requirement and reducing inconvenience to the customer. Safety Campaign on Job Training and Coaching Technicians with Tracking the completion reports.

Diagnostic tools and system: Technical Support Manager required to analyse the Manufacturer recommended diagnostic tools, updates software on diagnostic Systems and special tools recommendations to the Service management 

Team leading: The Technical Support Manager should lead the team of Technical Support executives and technical advisors. Co-ordinate field Visits and Evaluate the Team activities.

Training analysis and coordination and skill level: The Job Holder need to co-ordinate with Manufacturer and Training Academy for Technical Trainings and Plan the Required Skill level analysis. Timely communicate with Training Team on Technical training Requirements 

Analyse report: The Job holder required to analyse the Quality Escalations, Job order Writeups and Warranty Documentations.

Fix it right in the first visit: The Job Holder is to analyse the Fix it right first visits reports and act on it based on evaluations and issue In-House Technical Bulletins as interim solution.

Repair support /On Job Support: Support the Service team on important, repeat, product issues and in complicated repairs. Analyse the need of on job support and new Technicians induction, Skill level evaluations

In house technical service bulletin: Prepare In-House Technical Bulletins on Important Technical issues, New Repair Process and Quality Cases escalated.

 

Required skills to be successful:

- Technical operations experience In Plug-in Hybrid and Electric Vehicles

- Should be able to provide diagnostic support for EV, PHEV vehicles on technical issues

- Theoretical and Practical knowledge of modern vehicle systems, function, and troubling shooting.

- Extensive and specialized training in BEV, EV.

 

About The Team:

Reporting to Aftersales Brand Lead, the role acts as the focal point to continuously promote the improvement of Customer Service in EV, PHEV Brands.  A close liaison is maintained between all departments and all personnel are involved in the process to create a “Quality Service Culture”. 

 

What Equips You For The Role:

- Minimum 8 years in service field of automotive industry handling EV brands. 

- Automobile/Mechanical Engineer

- Problem solving, activity planning & organising, team building, communication, technical acumen, and probing.

 

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.

https://www.afuturewithus.com/job/Dubai-Technical-Support-Manager-Electric-Vehicle-Automotive-Global-Aftersales/912617701/

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