Key Objectives:
Engage and be responsible for customer centric operation of the command center as a base for flexible, competent and effective customer service in case of a breakdown case.
Keep the momentum of the ｍａｓｔｅｒ technician team, so as to assist customers out of inconvenience with upper premium and luxury experience in complex and volatile circumstance.
Act as a coordinator and a bridge between ｍａｓｔｅｒ techinicians and Technicial department with all techinical questions and issues in Roadside Assistance operation center.
As a source and channel for future development optimization, and guide dealer on-site roadside repair technicians as a consultant.
Behave as a coach team leader, learn and exchange with market central Technical Department on weekly basis, and enable the team members with latest technical knowledge.
Inspire the team to shape for the future with innovation and wholistic stragetic thinking for the mission of Electric, Digital, Circular.
Major Responsibilities:
Responsible for the smooth operation and the achievement of objectives in his area
Remote Diagnosis and Remote Software ｕｐｄａｔｅ via BASE or RITA to help customers to keep mobility.
Is the first tier of escalation for all techinical issues related to service advisor, customers and service providers in the control center.
Assist team leader for shift, holiday, and training plans for all service advisors in the operations center
Is significantly involved in the design, development and commissioning of subject-specific software and its care and maintenance (ex: ｕｐｄａｔｅ all of geographic data, maps, location data and their licenses)
ｃｒｅａｔｅ process deｓｃｒｉｐｔions and document a set of internal rules and operating procedures. Responsible for Adaptive Solution Database(ASD) release.
Ensure fast ｄｅｌivery of newly occuring error patterns (special notifications) to the relevant departments for analysis in the troubleshooting process.
Develop the operational business, new ideas for innovative customer service, used in the design of support systems and recommendations.
Perform own quality control in form of satisfaction surveys for customers and pursue any immediatley necessary improvement measures.
Has the techincal authority over the service advisors in his area
Adivses and assists section manager with the annual employee performance appraisal and their development plan
Assist in handling complaints related to RSA.
Obtain the information required by RSA center from the relevant department, so that the technical team can maintain technical ｕｐｄａｔｅs (ex: technical information, training materials, new moｄｅｌ information, etc.).
Qualifications:
Automotive engineering, automotive technician or ｍａｓｔｅｒ technician with ａｄｄitional qualifications,or completed a degree in mechanical engineering or automotive engineering
Highly skilled knowledge of the entire BMW, and MINI product range
IT skills that go far beyond the usual office applications.
Strong conflict resolution and communication skills
Fluent Mandarin, knowledge of other languages(pref. English) ??desirable
Business management knowledge
Good manners and rhetorical skills
Psychological skills and resilience
Negotiation skills
High motivation
Experience:
5 years in automotive aftersales, technician is prefered.
1-3 years as a teamleader in automotive aftersales,Or 1-3 years from a call center, an operations center or in a different positions with personnel management tasks.
Passed BMW 3rd level or above technician certification

上班地址：-北京-中國北京市朝陽區東三環北路霞光里18號佳程廣場A座21層