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Technical Support Engineer - Woodcliff Lake, United States - BMW of North America
Description
The Technical Support Engineer (TSE) is responsible for providing technical assistance to BMW Centers via the Service Managers, Shop Foremen and Dealer Technicians through the use of TSARA, email, telephone and on-sight Center / Dealer visits for escalated issues and to internal BMW Departments.
The individual also needs to reply to TSARA Cases, emails and telephone efficiently and professionally. Closing out all TSARA Cases on problems that have been resolved and escalate trends or unresolved issues to the TSM and National Departments after an onsite inspection has been performed is also part of the job duties while ensuring that all technical assistance information provided to the Center / Dealer is documented in TSARA.
The TSE will provide immediate on-site assistance to Centers with issues that cannot be resolved and schedule regular visits to ensure that all Centers are following the BMW Service Quality best practices and fixing vehicles right the first time and other Market Team / Regional Management initiated directives.
You will also work with their Centers from a consultative perspective to be sure each reaches an appropriate level of customer satisfaction when cars are repaired in the workshop. Additionally, the TSE will perform vehicle inspections and provide feedback on:
New product issues and safety related issues that have not been fully documented in TSARA via the submission of an Internal Field Report.
Issues found in technical information (diagnostic test modules, ETMs, Repair Procedures, Technical Data, Training Info, etc.) via appropriate feedback systems.
Product recommendations & suggestions to resolve technical issues via well written and descriptive emails (photos & illustrations when appropriate) to Technical Services.
All problems that were not resolved resulting in a vehicle to be repurchased.
Status of each dealers Workshop Processes, Customer Satisfaction levels, Special Tool Usage / Availability
Repair Methods, Centers / Dealers Technical Training status and consult with them in areas in need of improvement.
This Technical Support Engineer role will be responsible for approx.10 BMW/MINI Centers and will be required to travel approx. 50% overnight.
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: $96, $113,
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 statusRequirements:
Bachelor's degree in engineering, Technical Science, Automotive, or Transportation related field, or the equivalent in work experience.
3-5 years as a BMW Master Technician preferred.
Ability to perform diagnosis of complex technical issues utilizing BMW Group diagnostic equipment, or equivalent 3-5 years' experience in Service and Parts Business Management.
Excellent written and verbal communication skills.
Proficient in MS Office Suite.
Automotive Service Excellence (ASE) Certifications A1-A8 and L1 preferred.
Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
