Connected Drive Operator

Position Name:

Connected Drive Operator

Key objectives and scope of the position:

To support the resolution of technical cases submitted by dealer and CIC call center with high quality and quick responding time, and to feedback quality issue to engineer team with efficient action.

Professionally support the dealer technician and CIC call center agents to diagnose, repair and resolve Connected Drive 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. And support BMW China product quality steering and reporting process, and support reduction of repeated repairs and unnecessary repairs via handling TSARA cases, developing compliant repair methods.

The major responsibilities:

1. Process TSARA cases submitted by dealers and CIC within the specified handling standard process.

2. Give technical recommendation of needed repair/diagnosis to dealer and CIC staff via TSARA.

3. Validation, pre-analysis of new technical topics or special difficult cases.

4. On-site investigation of difficult and new technical topics together with BMW engineer.

5. Coach and lead dealer and CIC through sufficient diagnosis process as well as coach them to improve the TSARA case quality.

6. Escalate/forward complex cases, less information or new quality issue to the engineering team.

7. Summarize/analyze cases to find potential quality issue based on regular period.

8. Share information of technical issues found throughout the daily work on a regular basis.

9. Efficient utilization of available systems, tools and knowledge in handling TSARA cases.

10. Able to provide training to CIC agents and dealers.

Knowledge/Skills:

1. Detailed knowledge of BMW aftersales.

2. Knowledge of vehicle system, especially for EE/ Telematic system.

3.. Knowledge of vehicle diagnostic process and special tools.

4. Good knowledge of PC Software in MS.

5. Fluent reading and written English, and good spoken English plus.

6. Ability to work in a team and to communicate.

7. Ability to improve knowledge autodidact.

8. Strong cross-group collaboration and business partnering skills, including excellent interpersonal skills to build positive working relationships with clients, designer and developer.

9. Must be able to multi-task, identify and prioritize issues, complete tasks on time;

10. Cross-cultural project management or stakeholder management experience preferred.

11. Training experience/ good communication skill is plus.

Education / Experience

1. Bachelor’s degree or above in Electrical Engineering/Telecommunications, Computer Science or similar;

2. Good knowledge and experience in the automotive/electronics industry;

其他信息
语言要求：英语、普通话
行业要求：全部行业