Technical Support Engineer

Technical Support Engineer will provide advanced technical support and expertise to our customers and internal teams in Sales, Service and Spares. This role involves diagnosing and resolving complex technical issues with BMW vehicles, providing guidance to service technicians, and ensuring that our customers receive the highest level of service.

Roles and Responsibilities

WORKSHOP SUPPORT AND TECHNICAL TICKET MANAGEMENT

• Handle escalated special cases from workshops efficiently - Respond promptly to escalated technical issues that require specialized attention or expertise beyond standard procedures. Coordinate with workshops to resolve complex technical problems effectively.
• Monitor and update technical tickets raised across branches - Maintain oversight of technical issues reported from various branches. Ensure timely updates and resolutions for technical tickets to minimize downtime and improve service efficiency.

LOW MILEAGE, REPEAT REPAIR, AND REPEAT VISIT MONITORING

• Track low mileage across branches, treated as high-priority and direct support will be provided for such cases.
• Repeat repair and repeat visit cases across branches, root causes need to be analyzed and recommend preventive measures to reduce recurrence.
• Prepare comprehensive reports (daily, monthly, quarterly) on these cases.
• Monitor and update ASCi tickets and provide additional workshop support as needed.

TECHNICAL CAMPAIGN MONITORING

• Monitor, analyze, and report on the overall progress and achievements of technical campaigns.
• Ensure availability and management of necessary parts through proactive monitoring and ordering.

DELIVERY STOPPAGE MONITORING

• Monitor and analyze the execution of delivery stoppages.
• Proactively manage part requirements

SPECIAL TOOLS ORDERING

• Manage orders for special tools and workshop equipment across branches.
• Stay updated on the latest special tool releases and requirements.
• Handle orders, maintenance, and replacements for I-Tools.

ELECTRIC VEHICLE OPERATIONS

• Support repairs of electric vehicles across branches.
• Monitor electric vehicle operations to ensure safety and compliance.
• Manage orders for special tools and equipment required for electric vehicles.

RECEPTION SUPPORT

• Provide technical support to reception for customer-related technical issues.
• Conduct vehicle testing with customers in special cases to diagnose and resolve issues.

TSARA CASE MANAGEMENT

• Create and monitor Tsara cases to ensure timely resolution.
• Maintain high standards of Tsara case quality and compliance.
• Ensure adherence & compliance with policies, procedures, ISO standards, Health & Safety requirements, ethical code of conduct & values.

Qualifications/Requirements/Experience

• Associate or bachelor’s degree in automotive technology, Mechanical Engineering, or a related field.
• Proven experience as a Technical Support Engineer or similar role within the automotive industry, preferably with BMW vehicles.
• Strong understanding of BMW vehicle systems, diagnostics, and repair procedures.
• Exceptional communication skills, both verbal and written.
• Ability to work independently and as part of a team.
• Customer-focused with a commitment to delivering high-quality support.
• Ability to manage multiple tasks and prioritize effectively.

Experience (Years of experience, Sector, Local /International)

• Minimum 3 years in a similar role
• Preferred Qualifications: BMW HV expert or HV Plus certification or equivalent training in BMW technical support.
• Proficient in using BMW diagnostic tools and software, such as ISTA.
• Excellent problem-solving and troubleshooting skills.

Please note only shortlisted candidates will be contacted. Thank you for your interest in joining us!