District Technical Service Manager (DTSM)

Nissan • Irvine, CA

15d • $81,191 - $125,051

About The Position

We are currently looking for a District Technical Service Manager to join our team in Los Angeles, California regions . The DTSM assists in resolving vehicle repairs that dealer technicians are unable to diagnose and repair. Instructs dealer technicians in proper diagnostic and repair procedures. Performs incident investigations and prepares related reports. Conducts evaluations of customer buyback vehicles. Acts as primary interface with national consumer affairs and the technical hotline in relation to customer requests, Better Business Bureau (BBB) arbitration, and Lemon Law cases. Analyzes dealership’s service department operations and provides constructive feedback to dealership management and NNA regional staff. Identifies areas of improvement, develops recommended action plans, and reviews with Dealer Principal/Executive manager including P&S Management to improve service customer satisfaction and retention. Works with FOM counterpart(s) to synergize operations. A Day in the Life: Conducts routine dealership visits to assess service operations and meet with service staff, management, and Dealer Principals Collaborates with FOM and DTSM to evaluate customer service quality and practices in P&S operations Participates in CSI reviews, addresses issues, and develops action plans to improve customer satisfaction Identifies, implements, and shares best practices across dealerships Monitors staff performance using real-time tools and CSI scores; addresses sources of customer complaints Supports complex vehicle diagnostics and trains technicians on proper procedures Communicates with engineering and technical teams to resolve recurring or complex technical issues Investigates incidents by examining vehicles, reviewing documentation, and preparing detailed reports Makes informed decisions aligned with company strategy and customer needs Manages customer buyback evaluations, final repairs, documentation, and vehicle disposition Serves as expert witness in Lemon Law, product liability, and warranty litigation; collaborates with Consumer Affairs to resolve disputes Evaluates dealership training needs, tool inventory, and systems; recommends improvements Promotes service department certification and recognizes achievements Reviews and approves/denies warranty and goodwill claims using systems data and technical expertise Acts as technical SME during warranty reviews Performs additional related duties as needed

Requirements

• Experience: Four or more years of professional technical experience, automotive preferred, plus two or more years of DTS/TECH LINE experience and/or related industry leadership level experience.
• Education: Bachelor’s degree or an equivalent combination of education, work experience and training that fulfills the minimum requirements for successful job performance.
• Thorough knowledge of automobile mechanical and electronic functions; good general knowledge of dealership service operation.
• Good verbal and written communication skills
• 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 Nissan. 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
• MVR required.
• Travel requirements: day and overnight travel.

Nice To Haves

• Automotive Service Excellence (ASE) Master Status Preferred.

Responsibilities

• Assists in resolving vehicle repairs that dealer technicians are unable to diagnose and repair.
• Instructs dealer technicians in proper diagnostic and repair procedures.
• Performs incident investigations and prepares related reports.
• Conducts evaluations of customer buyback vehicles.
• Acts as primary interface with national consumer affairs and the technical hotline in relation to customer requests, Better Business Bureau (BBB) arbitration, and Lemon Law cases.
• Analyzes dealership’s service department operations and provides constructive feedback to dealership management and NNA regional staff.
• Identifies areas of improvement, develops recommended action plans, and reviews with Dealer Principal/Executive manager including P&S Management to improve service customer satisfaction and retention.
• Works with FOM counterpart(s) to synergize operations.
• Conducts routine dealership visits to assess service operations and meet with service staff, management, and Dealer Principals
• Collaborates with FOM and DTSM to evaluate customer service quality and practices in P&S operations
• Participates in CSI reviews, addresses issues, and develops action plans to improve customer satisfaction
• Identifies, implements, and shares best practices across dealerships
• Monitors staff performance using real-time tools and CSI scores; addresses sources of customer complaints
• Supports complex vehicle diagnostics and trains technicians on proper procedures
• Communicates with engineering and technical teams to resolve recurring or complex technical issues
• Investigates incidents by examining vehicles, reviewing documentation, and preparing detailed reports
• Makes informed decisions aligned with company strategy and customer needs
• Manages customer buyback evaluations, final repairs, documentation, and vehicle disposition
• Serves as expert witness in Lemon Law, product liability, and warranty litigation; collaborates with Consumer Affairs to resolve disputes
• Evaluates dealership training needs, tool inventory, and systems; recommends improvements
• Promotes service department certification and recognizes achievements
• Reviews and approves/denies warranty and goodwill claims using systems data and technical expertise
• Acts as technical SME during warranty reviews
• Performs additional related duties as needed

Benefits

• Comprehensive Benefits Package, including medical, mental health, parental leave, retirement savings & unique Nissan perks, including discounts on lease vehicles as part of our Employee Lease Program and a Vehicle Purchase Program (VPP).

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees