District Technical Service Manager- Sacramento, CA

Nissan Motor Corporation • Sacramento, CA

1d • $82,003 - $125,051 • Onsite

About The Position

We are currently looking for a District Technical Service Manager to join our team in West Region. Job Summary: 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. Contributes to building brand value and achieving enduring profitable growth. A Day in the Life: Conducts routine dealership visits to review operations and meet with vehicle service staff, management and Dealer Principal to assess all aspects of service operations Coordinates with FOM and DTSM Management on analysis of quality of customer interface and service practices in dealerships’ 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 correct poor habits. Monitors staff performance through real time technology tools and customer satisfaction scores. Understands sources of customer complaints and addresses with management Assists in resolving vehicle repairs that dealer technicians are unable to diagnose and repair. Instructs dealer technicians in proper diagnostic and repair procedures. Demonstrates the 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 the facts and results of investigation. Makes swift and thoughtful decisions based on a clear understanding of Nissan’s strategy Conducts customer buyback evaluations determining suitability of vehicles 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 providing testimony during depositions. Prior to arbitration, works with the consumer affairs department to assess the situation and to 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 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

Requirements

• Thorough knowledge of automobile mechanical and electronic functions; good general knowledge of dealership service operation.
• Good verbal and written communication skills.
• Four or more years of professional technical experience, automotive preferred.
• Two or more years of DTS/TECH LINE experience PREFERRED and/or related industry leadership level experience.
• Bachelor’s degree or an equivalent combination of education, work experience and training that fulfills the minimum requirements for successful job performance.
• Automotive Service Excellence (ASE) Master Status Preferred.
• Working knowledge of word processor, spreadsheet, other PC applications, etc. to output routine products with similar, non-creative formats
• More than 75% day and overnight travel

Nice To Haves

• Demonstrated Knowledge, Skills and Abilities
• 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

Responsibilities

• Conducts routine dealership visits to review operations and meet with vehicle service staff, management and Dealer Principal to assess all aspects of service operations
• Coordinates with FOM and DTSM Management on analysis of quality of customer interface and service practices in dealerships’ 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 correct poor habits.
• Monitors staff performance through real time technology tools and customer satisfaction scores.
• Understands sources of customer complaints and addresses with management
• Assists in resolving vehicle repairs that dealer technicians are unable to diagnose and repair.
• Instructs dealer technicians in proper diagnostic and repair procedures.
• Demonstrates the 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 the facts and results of investigation.
• Makes swift and thoughtful decisions based on a clear understanding of Nissan’s strategy
• Conducts customer buyback evaluations determining suitability of vehicles 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 providing testimony during depositions. Prior to arbitration, works with the consumer affairs department to assess the situation and to 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 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

Benefits

• Career Growth and Continuous Learning Opportunities: Benefit from diverse career paths, cross-departmental moves, and innovative learning platforms. Enhance your skills through seminars, leadership training, and tuition reimbursement programs, all while playing a vital role in shaping the future of transportation. From day one, you'll have the support to tackle challenges and contribute to impactful solutions across our organization.
• Rewards: Be supported with a 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). For more information, access our Nissan Benefits Overview Guide.
• Nissan is committed to a drug-free workplace. All employment is contingent upon the successful completion of drug and background screenings in accordance with Nissan policies and in compliance with federal, state, and local laws, including the California Fair Chance Act and the Los Angeles County Fair Chance Ordinance. Nissan will consider qualified candidates with arrest or conviction records for employment in a manner consistent with these laws.
• It is Nissan’s policy to provide Equal Employment Opportunity (EEO) to all persons regardless of race, gender, military status, disability, or any other status protected by law.
• Candidates for this position must be legally authorized to work in the United States and will be required to provide proof of employment eligibility at the time of hire; Nissan uses E-Verify to validate employment eligibility.
• People are our most valuable assets, and diversity and inclusion are the key to maximizing the power of each individual member of our team. When everyone belongs, the power of NISSAN is undeniable. Our Corporate Diversity Initiative aims to improve business results by ensuring that our workplace and core businesses meet the unique needs of our employees and customer base.
• Nissan is committed to creating a culture where everyone belongs and employees, customers, and partners feel respected, valued, and heard.
• We have over 10 Business Synergy Teams (BSTs) across the U.S. and Canada that connect employees – with shared characteristics or interests – build allies, and foster a company culture where all employees feel supported and included.
• Nissan also values inclusion in all areas of our business as we strive to mirror the diversity of our customer base and the communities where we do business. We are committed to procuring innovative goods and services, retailing our products and communicating from a diverse perspective which will help us continue to offer our customers competitively designed, market-driven products.

What This Job Offers

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