- Check dealer work/diagnosis for received dealer requests to solve technical complaints or issues.- Elaborate recommendation using existing information, experience and tools. If necessary advice dealer which work/diagnosis has to be carried out - Give technical recommendation of needed repair - Validation, pre-analysis of new technical topics or special difficult cases. On-site evaluation in occasional cases necessary. - Support the dealer coaching and lead them through sufficient diagnosis process as well as coach them to improve the PuMA/TSARA case quality. - Responsible of key task groups within the team. Support and guide qualification of the team. - Escalate/forward cases without technical solution, less information or new fault symptoms to the Engineering Team.- Experienced Use of BMW Vehicle Expert Tools for complex technical issues and quality analysis.- Key topic owner to handle complicated cases escalated by team members. - Case collection and summary for training

- Support investigation, analysis and reporting of technical & quality issues to BMW AG. - Monitor PuMA Report progress and provide regular updates on the current status of the reported issues.- Support BMW Development and Plants with analysis of technical and quality issues.- Verification and release of technical information to dealers via PuMA Measures or TIC Bulletins.- Support the special defect part process for analysis. - Be responsible for EQF (early quality feedback). - Analysis of warranty trends, parts sales, workshop visits in order to monitor seasonal issues that do not get reported in PuMA - Develop and manage a Vehicle Breakdown report that provides details on the type of breakdown, the root cause and required repair, and the time the vehicle was off the road

- Handle the product complaints escalated by customer service specialists- Provide customers with technical service and explanation to help them understand BMW features.- Liaise with authorized dealers and remind them of submitting PuMA reports to BMW China.- Liaise with the related Area Sale or Aftersales Managers and Customer Care to coordinate the solution for customer product complaint.- Liaise with BMW PR, Bluefocus to handle complaints involved with media, TV station and other means of exposure.- Prepare and analyze weekly product issue reports, and translate related technical reports.