District Technical Service Manager

Nissan Motor Corporation • Somerset, NJ

1d • Onsite

About The Position

The District Technical Service Manager is responsible for overseeing and improving service operations at dealerships. This includes conducting routine visits, analyzing customer interface and service practices, resolving complex vehicle repairs that dealer technicians cannot diagnose, and communicating with engineering and technical hotline staff to address technical issues. The role also involves investigating incidents, evaluating vehicles for customer buybacks, acting as an expert witness in legal proceedings, assessing technician training needs, and managing warranty and goodwill claims. Nissan, as an innovation company, aims to enrich the lives of its employees and customers by combining innovative thinking with performance, value, efficiency, safety, and style. The company is committed to diversity and inclusion, fostering a workplace where all employees feel respected, valued, and heard, and strives to mirror the diversity of its customer base in all business areas.

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
• Two or more years of DTS/TECH LINE experience 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
• 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 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

Nice To Haves

• Automotive Service Excellence (ASE) Master Status Preferred
• Professional technical experience, automotive preferred

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

• Equal Employment Opportunity (EEO) to all persons regardless of race, gender, military status, disability, or any other status protected by law.
• Diversity and inclusion initiatives including 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior