Job Summary
* We are seeking a skilled Technical Support Specialist to join our team.
Responsibilities
Key Functions
* Collaborate with various stakeholders to drive technical development of roadside assistance programs.
* Maintain strong working relationships with technical personnel within BMW.
* Stay up-to-date with BMW technical information to enhance customer experience and meet performance metrics.
* Work closely with the Learning team to ensure technical knowledge base is maintained in training materials.
Technical Requirements
* Provide support to technicians on parts identification, diagnostic procedures, and roadside repair and mobilization protocols.
* Offer guidance to towing operators on appropriate towing protocols for specific vehicles.
* Assist Customer Service Agents in real-time escalation situations.
* Partner with front-line operations teams to improve on-phone mobilization rates and correct fault diagnosis.
* Utilize BMW telematics portals and vehicle fault-finding systems.