District Technical Service Manager

Profile

District Technical Service Manager

The candidate conducts routine dealership visits to review operations and meet with vehicle service staff, management and Dealer Principal/Executive Manager to assess all aspects of service operations. Coordinates with FOM and DTSM Management on analysis of customer interface and service process quality in dealership P&S operations. Participates in CSI focused reviews and addresses identified issues with dealerships. Identifies and clones best practices. Develops action plans with dealerships to enhance customer satisfaction and improve service process. Monitors service staff performance through real time technology tools and customer satisfaction scores. Understands sources of customer complaints and addresses with management. Assists in resolving vehicle concerns that dealer technicians are unable to diagnose and repair. Instructs dealer technicians in proper diagnostic and repair procedures. Demonstrates awareness for adding value to the Company by decreasing warranty costs. Communicates with engineering and technical hotline staff to identify, report and resolve technical issues. Identifies and analyzes technical issues resulting in repeat repairs, or customer dissatisfaction. Analyzes decisions from the customer’s viewpoint and takes action with the customer’s needs and values in mind. Conducts investigations into incidents by examining vehicles and subsystems, provides supporting photos and reviews repair history and related fire, police, witness, and expert reports. Prepares reports to company management documenting facts and results of incident investigation. Makes swift and thoughtful decisions based on a clear understanding of the firm's strategy. Conducts customer buyback vehicle evaluations to determine suitability for resale or donation; oversees final repairs; prepares related reports and documentation, and coordinates final disposition of vehicle. Acts as the company’s representative and expert witness for Lemon Law arbitration, product liability, and breach-of-warranty litigation. Provides testimony during depositions or hearings. Prior to arbitration, works with the consumer affairs department to assess situations and develop an equitable resolution for the customer. Teams with people from other organizations, independently of borders (functions, regions, and affiliates), to reach a target. Reviews and evaluates dealership technician training needs, special tool inventory, electronic information systems, and service advisor training on special programs; identifies areas of deficiencies/inefficiencies and recommends solutions. Promotes service department training certification and supports recognition of achievements. Consistently contributes to building brand value by delivering on our brand promise. Provides dealers with approvals/denials/recommendations on Warranty and Goodwill claims. Uses extensive systems knowledge and dealership data to evaluate approval requests for warranty and goodwill type claims. Acts as technical subject matter expert during warranty review activities. As necessary, performs other related duties of which the above are representative. Thorough knowledge of automobile mechanical and electronic functions; good general knowledge of dealership service operation. Good verbal and written communication skills. Must have 4+ years of increasingly responsible administrative experience, plus two or more years of directly related professional level experience. Professional Certification (e.g. paralegal, etc.) or an AA degree. Consider equivalent related college or technical courses, seminars and in-house classroom training. Automotive Service Excellence (ASE) Master Status plus ASE L1 certification. Working knowledge of word processor, spreadsheet, other PC applications, etc. to output routine products with similar, non-creative formats. Ability to prioritize own schedules and organize work load effectively with minimal daily supervision. Ability to function effectively and remain productive in a virtual office environment. Ability to focus on the best interests of the dealership and the firm's. Can remain objective in the course of building relationships. Dedication to meeting the expectations and requirements of internal and external customers. Attentive to others opinions and perspectives. Ability to influence the actions of others by building credibility through dealership knowledge, effective recommendations, clear communications, honesty, and demonstrated follow-up on promises. Result driven even in the face of resistance or setbacks. Ability to present ideas and analysis in an effective manner. Ability to understand the complexities of situations and solicit assistance from others as needed.

Additional Information

Job ID: R00119558.

Company info

Nissan North America, Inc.
2839 Paces Ferry Rd SE overlook level
Atlanta
Georgia
United States 30339
Website : http://www.nissanusa.com/