Customer Support Technical Manager

BMW Group; Gurugram District; On-site; INR 1,600,000 - 2,400,000; Full time

Job summary

BMW Group in Gurugram, India, is seeking a Customer Support Technical Manager to support dealer technicians in resolving technical issues across BMW and MINI vehicles. You will analyze failures, prepare HQ technical bulletins, and coordinate with warranty and CRM teams as applicable.

The role emphasizes training needs analysis, development of training materials, and delivery of sessions to enhance dealer and technical staff competence in customer service and issue resolution.

Qualifications

• 7-9 years in the automotive industry.
• B.Tech – Mechanical Engineering.
• Automotive manufacturer certification such as Master Technician, High-Voltage Technician/Expert.

Responsibilities

• Support resolution of technical issues faced by dealers in BMW and MINI vehicles; ensure adherence to guidelines.
• Perform trending failure analysis and provide product quality feedback.
• Conduct training needs assessments during dealer visits and deliver training sessions to technical teams and dealerships.
• Handle TSARA cases raised by dealer technicians related to vehicle diagnosis, repair, retrofitting, parts unavailability; ensure effective resolution.
• Perform quarterly analysis of issues and prepare a top-20 list for reporting to the team leader.

Skills

Dealer experience

Technical training

Issue resolution

Education

B.Tech – Mechanical Engineering

Tools

Automotive certifications

Job description

Customer Support Technical Manager

Job Location: Gurugram, India.

Department: After Sales.

Job Description

To support the resolution of technical issues faced by dealers in BMW and MINI vehicles, ensuring adherence to BMW HQ and India guidelines to fulfil customer requirements. Perform trending failure analysis and provide product quality feedback. Conduct training needs assessments during dealer visits, assist in developing training materials, and deliver training sessions to technical teams and dealerships to enhance their skills and competence in customer service and technical issue resolution.

Technical Support

• Handle TSARA cases raised by dealer technicians related to issues in vehicle diagnosis, repair, retrofitting, parts unavailability, etc., and ensure effective resolution.
• Analyze problems, collaborate with the team leader to identify solutions based on provided guidelines.
• Investigate trending failures, such as fuel quality issues, and communicate solutions to the dealers.
• Customize and distribute HQ technical bulletins to dealers for effective information sharing.
• Highlight product quality issues to the team leader.

Analysis And Reporting

• Perform quarterly analysis of issues raised by dealers and segments to identify weak areas and training needs in collaboration with the technical trainer.
• Prioritize and prepare a quarterly list of the top 20 technical issues and report to team leader.
• Coordinate with Warranty and CRM teams regarding issues faced and report to AG accordingly.

Training

• Participate in trainings on the latest technical features and updates at HQ and share this information with the technical team and technical managers at dealerships.
• Conduct training needs analysis to identify skill gaps among technical managers at dealerships.
• Organize Technical Conferences and facilitate for tools, training vehicles, facilities, and invitations.
• For new vehicle launches, prepare training materials and deliver sessions alongside the Training Manager.

Qualifications

• Experience: 7-9 years in the automotive industry, including dealer and OEM.
• Education: B.Tech – Mechanical Engineering.
• Certification: Automotive manufacturer certification such as Master Technician, High-Voltage Technician/Expert.
• Minimum experience of 7 years in automotive industry.