ABOUT US:
OMODA & JAECOO AUTOMOBILES are new brands under CHERY INTERNATIONAL- AUTOMOBILES (A FORTUNE GLOBAL 500 COMPANY).
OMODA
O indicates a positive, energetic tone - Oxygen, the essential ingredient of life. MODA comes from Modern - a modern and fashionable lifestyle with emphasis on high appearance level and high-tech products. It is a brilliant art in motion, CROSS-style SUV, Future & Fashionable based on the needs of global users. OMODA represents advanced design, futuristic technology and brand new crossover ecosystem.
JAECOO
As a brand-new off-road brand, the name JAECOO is inspired by a fusion of the German word Jäger and the English word Cool. This melding captures both off-road and urbanism while exuding a refined style and quality that imparts a mission of brave exploration and unwavering perseverance. The brand philosophy is From Classic, Beyond Classic. JAECOO is dedicated to innovation and breakthroughs, leading the new urban off-road trend with exceptional four-wheel-drive performance, remarkable safety features, and forward-thinking intelligent technologies.
1.Role Purpose
The Technical Support Specialist, OEM and acts as the technical bridge between the dealer network and HQ Technical Support, Quality & Engineering team. In this role, the candidate will act as field-based technical escalation specialist when a complex or emerging vehicle complaint cannot be resolved at dealer level through standard diagnostic routines. Analyze early technical signals to identify emerging patterns, support root-cause investigations, and drive permanent corrective actions across the BEV, HEV, and PHEV portfolio.
2.Key Responsibilities:
2.1 Field Technical Support
- Provide Level 2 remote and on-site diagnostic support to dealers for NEV-specific complaints that exceed Level 1 capability covering high-voltage systems, battery management, power electronics, OBC, and ADAS integration etc.
- Conduct structured vehicle investigations using OEM diagnostic tools, oscilloscopes, CAN/ bus analyzers, and battery analysis equipment; document findings in a standardized field report format.
- Guide dealer technicians through advanced diagnostics in real time; identify gaps in technician competency and provide feedback to the training team.
2.2 Early signal detection & escalation
- Monitor assigned dealer complaint feeds for emerging patterns applying VIN-range, build-date, and part-number lenses to distinguish systemic from random failures.
- Create quality alert notifications when threshold triggers are met (complaint rate spike, tight VIN cluster, first occurrence on a newly launched model); escalate to the Quality Department based on the agreed SLA.
- Flag safety-relevant complaints immediately bypassing volume thresholds agreed with Quality Dept.
2.3 Quality investigation support
- Validate interim containment measures and TSBs in the field before wide release in consultation with Middle East Quality team; confirm that repair procedures are executable within dealer infrastructure.
2.4 Dealer capability development
- Conduct dealer workshops on NEV diagnostic techniques, safe high-voltage working practices, and quality alert processes.
- Assess dealer tooling and facility readiness for NEV servicing; report gaps to the Aftersales Manager.
Reporting & knowledge management
- Submit weekly field reports capturing open cases, newly detected patterns, and closed cases timely on the Aftersales Technical dashboard. Provide daily updates on technical support ticketing system.
- Maintain a knowledge base of solved NEV complaints to reduce repeat diagnostic time across the network.
Qualification & experience:
- Diploma or Degree in Automotive / Electrical / Mechatronic Engineering or equivalent.
- 5+ years in automotive technical support in UAE. Hands-on with BEV or HEV systems or NEV brand in UAE.
- Proficient with OEM diagnostic platforms (e.g. ADAS scan tools, battery diagnostic software); safe HV working practices.
- Competent in advanced CAN bus analysis and in-depth BMS diagnostics preferred.
- High-voltage safety certification (e.g. IMI EV Level 3 or equivalent).
- OEM-specific NEV master technician accreditation preferred.
- Business level English (written and spoken) is mandatory.
Additional Note:
- Field-based role; regular travel to dealer sites (up to 50% of working time).
- Work with high-voltage systems daily; strict PPE and safe-working-procedure compliance is mandatory.
- Occasional weekend or out-of-hours response required for Critical/ Safety escalations.
- The candidate needs to have a valid UAE Driving License
