Main tasks

• To assist and acquire knowledge and skills to advice the dealer management on set up an Service department in a new BMW dealership in China, developing an action plan for service & a business plan according to BMW Aftersales Benchmark Figures
• To assist and acquire knowledge and skills to support the WSE planning by BMQ AG for new dealerships by giving persuasive information about the required equipment and explaining the usage of equipments
• To assist and acquire knowledge and skills to support in using BMW recruiting process for service people and creating a remuneration and incentive system
• To assist and acquire knowledge to support in setting up a service management
• To assist and acquire knowledge and skills to Introduce the basic processes of service organization and therefore needed tools:
  • service advice
  • customer mobility
  • job order disposition and fulfillmentjob extension
  • workshop processes
  • handover the car with invoice presenting
  • warranty and goodwill
  • recall campaigns
  • handling of difficult customers
  • customer complaints management / handling
  • pre-delivery inspection, etc.
• To assist and acquire knowledge and skills to support in setting up a running workshop organization:
  • To assist and acquire knowledge and skills to support the workshop manager in ensuring the complete and proper execution of repair orders by the technicians through the use of suitable workshop facilities, testing devices and methods
  • To assist and acquire knowledge and skills to support the workshop manager to manage, instruct and motivate staff members under his or her supervision
  • To assist and acquire knowledge and skills for the implementation of the workshop process flow, appointment planning and repair order
  • To assist and acquire knowledge and skills to support the workshop manager to organize order management according to technician qualifications (in coordination with the service advisor)
  • To assist and acquire knowledge and skills to provide expert support for the workshop manager and technicians in the diagnosis of (difficult) repairs
  • To assist and acquire knowledge and skills to introduce tools to facilitate the workshop organization (e.g. daily planner service reception, guide number for cars, key fobs, workshop planning board, repair order pocket, final technical inspection checklist etc.)
  • To assist and acquire knowledge and skills to introduce an efficient information flow for all productive staffl Support in handling all aftersales media software and show area of their application (EPC, KSD, SAM1, TIS, PuMA Viewer, DIS, Program CIP and SIP)
  • To assist and acquire knowledge and skills to implement regular internal quality measures
• To assist and acquire knowledge and skills to advise the workshop manager on coordinating information with time scheduling / service advisors in the event of order extension / delays; to obtain feedback regarding utilization rate
• To assist and acquire knowledge and skills to advise on organizing parts supply for technicians
• To assist and acquire knowledge and skills to advise on ensuring optimum use of work bays in the workshop (according to technician and apprentice qualifications)
• To assist and acquire knowledge and skills to advise on checking the proper handling and storage of waste products and materials in accordance with waste-disposal regulations
• To assist and acquire knowledge and skills to advise on monitoring adherence to environmental protection and waste-disposal regulations
• To assist and acquire knowledge and skills to support to monitor and organize cleanliness in the Workshop and Service department
• To assist and acquire knowledge and skills to advise on topics, types and frequency of workshop meetings
• To assist and acquire knowledge and skills to transfer knowledge and skills to service manager, workshop manager, service advisors and technicians
• To assist and acquire knowledge and skills to support the dealer management, service manager in defining a local service marketing strategy according to BMW policy
• (exact) Translation for Field Force Service Manager

Studies/specialisation/education

• University degree in Science, Business Administration, Economics or equivalent.
• Knowledge in business administration

Additional knowledge (languages ...)

• English is a must. (spoken and written)
• Chinese is a must. (Spoken and written).
• Ability to translate English / Chinese.
• Good experience in IT-Knowledge (e.g. MS Office, mail, Internet)

Professional experience (e.g. supplier, advertising agency.)

• Knowledge of the Automotive Retail Business
• Knowledge of dealer service activities
• Basic Product Knowledge
• Technical Knowledge

Personal competences

• Good communication and interpersonal skills
• Excellent team player
• Self confident, inspiring and convincing
• Logical thinker, analytical with good planning and organizing skills
• High level of conflict management skills and creative problem solver
• Training abilities
• Target oriented and persistent
• Improvisation talented, flexibility, autonomy
• Ability to work in an international working environment

Additional requirements(nationality, personalities)

• High grade of mobility and flexibility
• Sensitive in handling foreign cultures/partner
• General cultural awareness
• High grade of ability to handle stress
• Willingness to travel a lot