National Technical Support Engineer, BMW Motorrad

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 deale...