District Technical Service Manager

Nissan•Somerset, NJ

10h•Onsite

About The Position

The District Technical Service Manager conducts routine dealership visits to review operations and meet with vehicle service staff, management, and Dealer Principal to assess all aspects of service operations. This role coordinates with FOM and DTSM Management on analysis of customer interface quality and service practices, participates in CSI focused reviews, and addresses identified issues with dealerships. The manager assists in resolving complex vehicle repairs, instructs dealer technicians, and communicates with engineering and technical hotline staff to identify and resolve technical issues. Key responsibilities also include conducting investigations into incidents, performing customer buyback evaluations, and acting as the company's representative and expert witness for legal matters. The position involves reviewing and evaluating dealership technician training needs, special tool inventory, and electronic information systems, while also providing approvals/denials/recommendations on Warranty and Goodwill claims.

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
Automotive technical experience

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