Technical Support Specialist
About The Position
This role involves providing adequate and professional support to dealers for TSARA cases, utilizing internal systems and information. The specialist will also provide repair instructions based on information from Development and Engineering, and escalate cases to National Technical Support Engineers or Product Engineering when necessary. Responsibilities include following up on escalated cases, identifying trends in product issues, attaching relevant cases to technical reports, assisting with trend reports, and maintaining communication with field Technical Support Engineers. Additionally, the role supports independent repair shops with programming and diagnostic software issues as required by law.
Requirements
- Bachelor’s degree in engineering or equivalent Technical Support experience with BMW, MINI vehicles
- 3+ years in technical training and working experience as Master Technician level for BMW and MINI vehicles
- Complete ASE certification as per BMW training guidelines
- Blitz 3 certification if technical support is needed for PHEV and EV vehicles
Nice To Haves
- BMW motorcycles is a plus
- BMW Motorrad is a plus
Responsibilities
- Provide an adequate and professional reply to TSARA support cases from dealers after reading all the information provided and reviewing all the internal information and systems such as FASTA, Current Issues library, Service Information Bulletins, Warranty History, etc.
- Provide repair instructions to dealers based on information provided Development and Engineering for every affected component.
- Initiate the escalation of cases to National Technical Support Engineers and/or Product Engineering as required in order to expedite the repairs of the vehicles to get diagnosed and repaired properly as required.
- Follow-up closely with TSEs and Product Engineers with the escalated cases as needed.
- Review and identify trends from product issues that are received in the TSARA hotline.
- Attach pertinent cases to technical reports already generated by the Product Engineers.
- Assist team leader with gathering data and preparation of Trend reports for Product Engineers as needed.
- Maintain open communication and gather feedback from our Technical Support Engineers in the field in regard to product issues and trends.
- Support Independent repair shops programming and diagnostic software issues as required by law to all vehicle manufacturers.
Benefits
- Medical, Dental, and Vision insurance
- 401(k) with Company match and Retirement Income Account
- Employee vehicle program
- Bonus eligibility
- Paid Parental Leave
- Generous PTO and Company paid holidays
- Voluntary Benefits to fit your needs
- Relocation is available for this position.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
