Job Title

Reporting to the National Operations Manager, the BMW Technical Support Specialist will play a key support role to Customer Service Agents, Technicians, and Towing Operators assisting customers with vehicle mobility incidents. This support will be provided in real time to enhance the assistance offered to BMW customers.Key ResponsibilitiesTechnical LiaisonWork closely with BMW, the wider Automotive Network, Emergency Assistance, Customer Care teams, and Contact Centre Support to drive the technical development of the Allianz Partners roadside assistance program.Build and maintain excellent relationships with relevant BMW technical personnel.Stay updated with BMW technical information to improve customer experience and meet BMW KPIs.Collaborate with the Allianz Partner Learning team to keep technical knowledge base current within training materials and sessions.Technical SupportProvide real-time or retrospective support to technicians regarding parts identification, diagnostics, roadside repairs, and mobilization procedures.Support towing operators with appropriate protocols for specific vehicles.Offer real-time escalation support to Customer Service Agents.Work with frontline teams to improve mobilization rates and diagnosis accuracy.Utilize BMW telematics portals and vehicle fault systems.Quality AssuranceEnsure adherence to QA guidelines.Use customer insights like NPS and complaints data to identify technical needs and improve service quality.Coordinate with the Contact Centre Support to incorporate technical requirements into QA frameworks.CommunicationListen actively to customers to understand needs.Communicate solutions clearly and efficiently.Maintain high standards in written communication.ComplianceFollow all relevant compliance policies and procedures.Report risks, issues, and non-compliance to management.CollaborationWork collaboratively with customers and colleagues to improve outcomes.What you must haveKnowledge of modern technical training techniques and tools.BMW mechanical background is advantageous.Proficiency in MS Office.Outstanding communication skills, comfortable with public speaking.Excellent organizational and time-management skills.Degree in a relevant technical field.Strong attention to detail.Ability to contribute to a dynamic customer service team.Self-management skills to meet goals and KPIs.Flexibility to adapt to changing environments.Commitment to personal development and continuous learning.Ability to multitask and manage time effectively.Positive attitude towards team culture and collaboration.[please translate into your local language]76277 | Operations | Professional | PG05 | Allianz Partners | Full-Time | Permanent #J-18808-Ljbffr