Support and trains dealer in service processes: - Verify / confirm customer complaints
- Vehicle diagnosis and repair (including programming, coding)
- BMW escalation process - Check proper usage and condition or tooling and workshop equipment
-Support escalated cases which only can be evaluated on site e.g. noise complaints, smell complaints, and / or issues where dealer do not need to get in contact with Technical Support
-Monitor constantly technical issues and top warranty problems. Support the responsible departments in conducting field test and other test in the region. Feedback necessary details for problem solving process to the Product Support Team.
-Evaluate customer vehicles in individual cases together with the Aftersales Area Manager or Specialist KI/FA and / or dealer staff.
-Follow up, analyze and develop solutions to improve the completion of technical campaigns in the region.
-When required, evaluate local service solutions for market specific problems.
-Conduct / participate in Regional Technical Meetings / regional events.
-Conduct mini warranty audits at the dealership and report to respective Area Manager and Warranty department.
-Report result of every dealer visit.
-In agreement with the After Sales Area Managers and the Warranty Manager, give relevant warranty information to warranty employees of the Dealers in the region.
-Implement corrective measures for dealers with warranty low performance (higher cases or costs) Participation and / or Consultation
Qualifications and experience
Education / Degree:
Technician or engineer with working experience
Knowledge / Skills /Competences Proficiency required
Deep knowledge in automotive technology.
Detailed knowledge of all processes of BMW engineering, as well as their link to crossover functions.
Experience in a company advisory role (coaching)
Good knowledge of PC Software in MS- and BMW applications.
Willingness to travel.
Fluent spoken and written Chinese
ability to work in a team
ability to show confidence and and strong convincing capabilities
technical experience in diagnosis and repair of vehicles 4-6 Years
experience in BMW dealer service processes (e.g. workshop Forman) or technical delegation 4-6 Years