Customer Support Technical Manager

SPREAD ENTHUSIASM.

SHARE YOUR PASSION.

Our aftersales teams make a difference every day – through their passion, their business acumen, their communication skills and their instinct for how to make our customers happy. And all of this in an environment that sets no limits to personal development and rewards dedication with appreciation and generous benefits.

To support the resolution of technical issues faced by dealers in BMW and MINI vehicles, ensuring adherence to BMW HQ and India guidelines to fulfill customer requirements. Perform trending failure analysis and provide product quality feedback. Conduct training needs assessments during dealer visits, assist in developing training materials, and deliver training sessions to technical teams and dealerships to enhance their skills and competence in customer service and technical issue resolution.

Technical Support:

• Handle TSARA cases raised by dealer technicians related to issues in vehicle diagnosis, repair, retrofitting, parts unavailability, etc., and ensure effective resolution.
• Analyze problems, collaborate with the team leader to identify solutions based on provided guidelines.
• Investigate trending failures, such as fuel quality issues, and communicate solutions to the dealers.
• Customize and distribute HQ technical bulletins to dealers for effective information sharing.
• Highlight product quality issues to the team leader.

Analysis and Reporting:

• Perform quarterly analysis of issues raised by dealers and segments to identify weak areas and training needs in collaboration with the technical trainer.
• Prioritize and prepare a quarterly list of the top 20 technical issues and report to team leader.
• Coordinate with Warranty and CRM teams regarding issues faced and report to AG accordingly.

Training:

• Participate in trainings on the latest technical features and updates at HQ and share this information with the technical team and technical managers at dealerships.
• Conduct training needs analysis to identify skill gaps among technical managers at dealerships.
• Organize Technical Conferences and facilitate for tools, training vehicles, facilities, and invitations.
• For new vehicle launches, prepare training materials and deliver sessions alongside the Training Manager.

Experience: 7-9 years

Location: Gurugram

Department: After Sales