Customer Service Engineer, Western Region
BMWNewburypark_bmwnaUpdate time: March 4,2020
Job Description
The Customer Service Engineer (CSE) evaluates pre-litigation repurchase demands by reviewing all relevant ROs, SIBs, Recalls, PuMA cases and any other technical information for the subject vehicle (including but not limited to, reaching out to the field team and servicing dealer(s)), and determines whether or not the vehicle qualifies for repurchase per California Lemon Law statute.
He/She will provide technical support to customers and will conduct pre-litigation inspections and litigation vehicle inspections as required. The CSE may offer immediate customer satisfaction solutions and provides input to improve overall service quality.
In addition to that, the CSE will provide technical assistance to BMW centers and MINI dealer technicians via telephone and/or on-site visits for vehicles in litigation. He/She ensures that all technical assistance information provided to the center/dealer is documented accurately.
The CSE will testify on behalf of the company (in deposition and at trial) as an expert witness on all related product issues, and as a Person Most Qualified (a.k.a. Person Most Knowledgeable) regarding company policies and procedures related to the handling of repurchase demands pursuant to the California Lemon Law. The CSE will, as needed, draft written expert reports.
The CSE will act as a Company Representative at trial and settlement conferences and provides feedback on:
He/She will provide technical support to customers and will conduct pre-litigation inspections and litigation vehicle inspections as required. The CSE may offer immediate customer satisfaction solutions and provides input to improve overall service quality.
In addition to that, the CSE will provide technical assistance to BMW centers and MINI dealer technicians via telephone and/or on-site visits for vehicles in litigation. He/She ensures that all technical assistance information provided to the center/dealer is documented accurately.
The CSE will testify on behalf of the company (in deposition and at trial) as an expert witness on all related product issues, and as a Person Most Qualified (a.k.a. Person Most Knowledgeable) regarding company policies and procedures related to the handling of repurchase demands pursuant to the California Lemon Law. The CSE will, as needed, draft written expert reports.
The CSE will act as a Company Representative at trial and settlement conferences and provides feedback on:
- New product issues and safety related issues that have not been fully documented
- Trends in product issues identified in pre-litigation repurchase demands
- Product issues identified in litigation vehicles
- All problems that were not resolved and that required a vehicle to be repurchased
Provides Feedback to the Western Region Lead Engineer on the following items:
- Specific Dealer Technical ability and areas for improvement (e.g., training recommendations for Dealer Personnel)
Unresolved Technical issues that require further investigation
Join the team at BMW of North America and enjoy a high-performance employment package which includes:
- Company paid Medical, Dental & Vision Insurance
- Employee car program
- 401(k) Savings Plan
- Retirement Income Account
- Associates degree in automotive technology or equivalent work experience/training.
- Must be BMW Master Technician with up-to-date Level 1 certification and all associated specialties, or alternatively, must be Master Technician with up-to-date Level 1 equivalency in training certifications for another premium vehicle line
- Electric vehicle training and certification required.
- 5 + years of prior experience as a Master Technician. CSE must have the ability to perform diagnoses of complex technical issues utilizing either BMW Group diagnostic equipment, or the equivalent.
BMW NA is an EEO employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
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