Connected Drive TS
Professionally support the BMW CIC (Customer Interaction Center) and Dealer to diagnose, repair and resolve product technical related issues in the field of Digital Service utilizing the available tools and channels and in compliance with BMW technical service process, quality and efficiency targets. Analyze the customer voice of BMW Connected Drive, provide consolidated input to R&D and Product for digital function improvement. Support to BMW digital business development.

Major Responsibilities
Handle incoming different type of TSARA cases in compliance with technical support process and agreed/set targets.
Provide CIC agent and dealer technician with concise, accurate and timely technical guidelines and solutions.
Monitor the technical competence of CIC agent and dealer technician. Schedule the action plan of coaching/training. Organize quarterly workshop with CIC agent, dealer.
Analyze customer voice of integrated data resources, eg, CIC call, MyBMW APP community, NPS. Provide consolidated input of digital function improvement to R&D and Product.
Analyze the offer data of Connected Drive Store, provide technical solutions, to support BMW digital business development.
Support to the project of DSE (Digital Service Expert), including the test of OTA, RITA, live-diagnosis, and the necessary administrative work.

Qualifications
Technical university degree or above.
Automotive Engineering, Electronical & Communications Engineering, Computering Engineering
Detailed knowledge of all processes of BMW engineering, as well as their link to crossover functions
Knowledge of Aftersales vehicle diagnostic process
Good knowledge of PC Software in MS- and BMW applications.
Fluent spoken and written English
Ability to work in a team and to communicate
Analytical skill