The Customer Service Analyst (CSA) is responsible for the evaluation of pre-litigation repurchase demands by reviewing all relevant ROs, SIBs, Recalls, TSARA 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. 

The CSA is the decision-maker regarding whether to repurchase a vehicle, and well-informed decisions by the CSA will aid in the Legal Department’s overall strategy for handling lemon law cases. The CSA, following review of the vehicle data, may decide to offer immediate customer satisfaction solutions to enable the customer to stay in their vehicle.

The CSA may be called to testify regarding related repurchase cases and decisions. He/she proactively interact with AAM’s, TFA’s and TSE’s to provide root cause information, resolve problems and make recommendation for business and process improvements.

Key responsibilities:

Pre-Letigation:

• Manage all aspects of the Critical alert process as per “Criticals” assigned to them for decision making.
• Gather data regarding the service history and analyze RO’s to create full visibility of vehicle history and current vehicle and customer situation.
• Review repair history and other internal data to satisfy decision making.
• Provide authority to Customer Relations to discuss options with Customer.
• CSA can offer technical repair options; deny the repurchase; and/or repurchase the vehicle.
• Determine root cause of issue from analysis and working with TFA (Technical Field Analyst) and TSE (Technical Service Engineer)
• Feedback trends and root cause information to the Senior Repurchases Vehicle Analyst, AAM and TSE.
• Identify issues found in vehicle’s technical information (diagnostic test modules, ETMs, Repair Procedures, Technical Data, Training Info, etc.) via appropriate feedback systems.
• Make repurchase decision Approval/Denial and inform Customer Relations.
• Interact with internal and external legal counsel on case/claim as needed.
• Identify all problems that were not resolved and that resulted in a vehicle needing to be repurchased.

Arbitration and Litigation:

• In the case that a Customer enters arbitration the CSA may be required to provide input to or attend BBB Arbitration.
• CSA’s may be required to attend formal trial preparation and hearings for lemon law cases.
• The CSA may be asked to support litigation by preparation for deposition and actual deposition and may be requested to attend trial in some circumstances.

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 Newbury Park, CA.

• Associates degree in Automotive technology or equivalent work experience, Bachelor’s degree preferred
• 5 years BMW/MINI Automotive Technical experience or equivalent work experience.
• BMW Automotive technical Master certification preferred.

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.