National Technical Support Engineer, BMW Motorrad

Job Title National Technical Support Engineer, BMW Motorrad Job Location Job Description 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. As an independent group of companies, the BMW Group has a commitment to creativity and breakthrough ideas that goes well beyond the racetrack. In order to continuously create ultimate driving machines, we drive our growth and design excellence by staffing our teams with individuals who are innovative and always looking for the next great idea. If you share our vision and view yourself as an independent, creative thinker, we invite you to join our team in this exceptional role located in Woodcliff Lake, NJ. The National Technical Support Engineer, BMW Motorrad provides motorcycle and scooter technical support for new/used motorcycles, parts and accessories to BMW Motorrad USA and Canada dealers through various channels such as in-dealer visits, and an online help desk. You will be responsible for improving product quality, enhancing customer satisfaction, brand loyalty, and customer retention. You will support local BMW Sales and Aftersales targets as well as dealer profitability and efficiency. At the same time, you will manage BMW warranty repair costs through evaluating and authorizing repairs. Additionally, you will be responsible for reviewing and providing support on escalated TSARA cases, supplying special tools, proving special training if needed and evaluating warranty parts returns. You will conduct Special Product Investigation providing detailed reports to accurately support their finding and protect BMW’s position and provides expert testimony during customer litigations as directed by the BMW corporate legal team. You will also serve as "fly-in" High Voltage repair team for electric vehicles and physical labor for the repair of open recalls on unsold inventory in the Nazareth, PA warehouse. WHAT AWAITS YOU. Provide in field dealer support by traveling in the US Motorrad dealer network and consult on difficult repairs, repeat repairs, and prevent buybacks. Manages and steers urgent open recall repairs to unsold inventory at the Nazareth, PA warehouse so they can be released for wholesale. Repairs can involve hundreds of vehicles and might require heavy physical labor. Organize parts, tools, additional labor and oversee process. Accumulate, organize, and prepare technical reports for submission to BMW Motorrad AG to quickly resolve unforeseen technical issues at the factory level to enhance overall product reliability and reduce warranty expenditures. Coach and collaborate Area Managers, Customer Relations, Motorrad Management and dealer personnel to provide key input in the decision-making process for difficult to resolve customer cases. Select special tools required for new model introductions and determine which tools should be required and automatically shipped to dealers in advance of a new model launch. Formulate forecast, reserve quantities with BMW AG and work with Parts and Accessory team to distribute. Manage dealer tool loaner program that provides costly special tools to dealers for infrequent and uncommon repairs. Process tool requests, track, distribute and inspect returns. Evaluate, analyze and document Motorrad transportation damage claims and determine the recommend least costly repair path. Identify and escalating trends to improve packaging and shipping process. Conduct dealer training on technical solutions as well as the use of various diagnostic systems and processes. Conduct special technical assistance for the Police Authority Program. This can involve diagnosing problems with 3rd party aftermarket equipment and working directly with policy agency mechanics. In support of BMW of North America’s business objectives, this position requires regular attendance at a BMW office with remote work capability (hybrid). In-office days may be assigned by the line manager. WHAT YOU SHOULD BRING. 5-7 years' of experience as an automotive technician preferably in the powersports business, automotive retail business with strong customer service component. Motorcycle/ Automotive post-secondary technical education, OE Technical training transcript, or equivalent associate degree. Maintain certification for Master Technician, Service Manager and/ or Warranty Administrator in the BMW Group University Learning Management system. High Voltage repair Blitz certification. Valid US driver's license with motorcycle endorsement and a clean driving record. WHAT YOU CAN LOOK FORWARD TO. Medical, Dental, and Vision insurance 401(k) with Company match and Retirement Income Account Employee vehicle program Generous PTO and Company paid holidays Voluntary Benefits to fit your needs The expected salary range for this position is$62,500.00 - $125,000.00. Relocation is available for this position. The selected candidate’s education, skills, experience, and location will be used to determine the final salary offer. All pay ranges are based on a full-time work schedule. This statement is in accordance with state and local pay disclosure requirements. Even more so than the generous compensation and benefits, the culture and values of BMW of North America makes it the ultimate working environment. These values are Responsibility, Appreciation, Transparency, Trust, and Openness. We allow these values to guide the way we conduct ourselves and our business. BMW in the United States is an equal opportunity employer. It is the policy of BMW Group in the United States to provide equal employment opportunity (EEO) to all qualified persons regardless of age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. #J-18808-Ljbffr Cycles Worldwide, LLC