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Form of workThe Technical Support Specialist is responsible for providing first level Technical Support utilizing the Technical Hotline Support System (TSARA) or other means of communication to all BMW centers and MINI dealers. The selected candidate will ensure that every BMW center, MINI and BMW Motorrad dealer can provide the customers with the highest repair quality on their vehicles to get fixed right the first time. The guidance provided by the Technical Hotline Specialist is so that proper and most current BMW diagnostic and repair procedures are utilized.
Key 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.
Join the BMW North America team and enjoy a high-performance Total Rewards package that may include:
- Medical, Dental, and Vision insurance
- All with options for $0 Employee contribution
- 401(k) with Company match
- Retirement Income Account (RIA)
- Employee vehicle program
- Bonus eligibility
- Paid Parental Leave of up to 6 weeks
- Paid Time Off in addition to Company paid holidays where eligible
- Hybrid work environment
- Voluntary Benefits to fit your needs
The pay range for this role is: $74,831.00 - $87,642.00.
The selected candidate's education, skills, experience, and location will be used to determine the final salary offer. All pay ranges are based on a full-time work schedule. This statement is in accordance with state and local pay disclosure requirements.
Even more so than the generous compensation and benefits, the culture and values of BMW of North America makes it the ultimate working environment. These values are Responsibility, Appreciation, Transparency, Trust, and Openness. We allow these values to guide the way we conduct ourselves and our business.
At BMW, we are driven by diversity, equity, and inclusion. We are proud to be an Equal Opportunity Employer and are welcoming of all individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Requirements:
- Bachelor's degree in engineering or equivalent Technical Support experience with BMW, MINI vehicles + (BMW motorcycles is a plus)
- 3+ years in technical training and working experience as Master Technician level for BMW and MINI vehicles + (BMW Motorrad is a plus)
- Complete ASE certification as per BMW training guidelines
- Blitz 3 certification if Technical Support is needed for PHEV and EV vehicles
