BMW Digital Service Engineer

at  Allianz Partners

Job Title – Digital Service Engineer
Department – Technical Support and Development
Location – BMW Farnborough – Hampshire – Hybrid role. Full time office which training for 4 weeks. Once training completed 2 days in the office and 3 days at home.
Salary – Between £40,000 - £45,000 dependent on experience
Bonus – £4,000
Office address - Lysons Avenue, Ash Vale, Surrey, GU12 5QF
The role:
To support the BMW Group UK Digital Analysis & Integrated Repair (DAIR) team, enabling the development of the new holistic digital repair strategy. You will be responsible for identifying, analysing and steer digital service issues reported by the customer interaction center , retailers and roadside assistant. You will evaluate reasons for lengthy resolution times and prefer and communicate solutions to the retailers and internal departments. You will carry out activities such as product investigations onsite, vehicle diagnosis and programming software evaluation and development of future technology
Hours:
Hours are 35 hours per week covering the core Retailer hours Monday to Friday 09;00 – 17;00. However, due to the nature of this role hours may vary in line with the needs of the business and may be subject to change.

Key Responsibilities:

• Align with DAIR Manager to provide immediate escalation of top issues/outages on a daily basis
• Identification and development of future Retailer, Proactive Care and RSA vehicle repair processes
• Verification and release of Retailer diagnostic and programming software
• Verification and release of new Remote Diagnosis (RITA) functionality
• Verification and release of Remote Software Upgrades (RSU)
• Resolve escalated cases from CIC, Technical Support and Customer Services on a daily basis
• Report escalated cases, runtime, resolutions and top issues
• Review and code where required, CIC / RSA cases on a weekly basis
• Report incorrectly tagged cases, poor case response and areas of concern on a weekly basis
• Update weekly error trend analysis
• Monitor weekly the Second Level Support (ITSM) provided to the CIC and escalate open cases
• Update ITSM Confluence site with business support KPI’s on a weekly basis
• Review cases in TSARA, create known issues and escalate top issues on a weekly basis
• Align with CIC, RSA and Technical Support bi-monthly to resolve pain points
• Produce monthly DSE report to include top issues, trend analysis, case volume and project updates
• Approve / Release RSA Adaptive Solution Database documentation on a weekly basis

About you:

Essential

• Educated to ‘GCSE’ A – C Level or equivalent.
• City and Guilds Technician Certificate Parts I, II and III or IMI equivalent in Automotive Vehicle Maintenance and Repair
• BMW Group or similar manufacturer experience
• Good written and verbal standard of communication
• Demonstrable ability to analyse and interpret complex data
• Strong vehicle diagnosis and problem solving skills
• Able to work under pressure to meet deadlines.
• Apprenticeship with Motor Trade experience in either a manufacturer or a franchised Retailer

Desirable:

• Educated to ‘A’ level standard or equivalent
• Certified BMW Technician
• Previous experience working with ConnectedDrive, and digital platforms
• Level 3 Award in Hybrid Electric Vehicle Repair and Replacement

Staff Benefits
You will receive excellent training for this role as we are dedicated to ‘Achieving Excellence Through Learning.’ You are always encouraged to bring your ideas and highlight any areas for improvement in processes.
In exchange for your expertise, experience and enthusiasm, we will offer support in continuing your personal and career development, in addition to providing a wide range of employment linked benefits.
We will provide you with competitive annual leave and contribute towards a company pension scheme. You will have access to a range of discounts on Allianz products, as well as vouchers and discounts for high street and online retailers. You will also benefit from our company bonus scheme, Private Medical Cover, competitive annual leave, annual Flu vaccination, annual Eye Care vouchers, discounted Travel Insurance, Roadside Assistance free after 6 months’ probation, Corporate Social Responsibility and an Interest free season ticket loan after probation.
Successful applicants to our career opportunities will be able to demonstrate they share the values and behaviours we seek in our organisation.
We also provide a comprehensive Employee Assistance Programme (EAP) which is available from day one of employment. Confidential 24/7 helpline and an app to access life, money and wellbeing resources including mental wellbeing support, debt and legal advice
About Allianz:
Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, grow, and shape a better future for our customers and the world around us.
Dedicated to bringing global protection and care, Allianz Partners is the B2B2C leader in insurance and assistance solutions in the following areas of expertise: travel insurance, assistance, mobile device & digital risks insurance, international health & life and automotive insurance. We care for our customers, and our caring nature extends to our employees. We don’t just hire people, we commit to them, nourish them and invest in their careers because we recognize that your development goes hand in hand with our growth and success.
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Join us. Let’s care for tomorrow.
Job Level:
Professional
Location:
Guildford, ENG, GB, GU2 8XG
Area of Expertise:
IT & Tech Engineering
Unit:
Allianz Partners
Employing Entity:
AWP Assistance UK Ltd
Job Type:
Full-Time
Remote Job:
Hybrid working
Employment Type:
Permanent
ID:
53370

• Align with DAIR Manager to provide immediate escalation of top issues/outages on a daily basis
• Identification and development of future Retailer, Proactive Care and RSA vehicle repair processes
• Verification and release of Retailer diagnostic and programming software
• Verification and release of new Remote Diagnosis (RITA) functionality
• Verification and release of Remote Software Upgrades (RSU)
• Resolve escalated cases from CIC, Technical Support and Customer Services on a daily basis
• Report escalated cases, runtime, resolutions and top issues
• Review and code where required, CIC / RSA cases on a weekly basis
• Report incorrectly tagged cases, poor case response and areas of concern on a weekly basis
• Update weekly error trend analysis
• Monitor weekly the Second Level Support (ITSM) provided to the CIC and escalate open cases
• Update ITSM Confluence site with business support KPI’s on a weekly basis
• Review cases in TSARA, create known issues and escalate top issues on a weekly basis
• Align with CIC, RSA and Technical Support bi-monthly to resolve pain points
• Produce monthly DSE report to include top issues, trend analysis, case volume and project updates
• Approve / Release RSA Adaptive Solution Database documentation on a weekly basi