Senior Planner, Dealer Field Representative (Aftersales)

Nissan Motor Corporation • Irvine, CA

20d • $97,745 - $172,830 • Remote

About The Position

Nissan is seeking a Senior Planner, Dealer Field Representative (Aftersales) to join its team in California. This is a remote field dealer contact position requiring the employee to reside in California and travel approximately 75% of the time, including day and overnight travel.

The role operates daily command center activities, including preparing the at-risk list, running case triage, tracking service-level alerts, and driving cases toward relief with field, dealer, and internal partners. The Senior Planner is a senior point of contact for escalated vehicle and customer issues.

The position maintains recovery playbooks, policies, programs, hand-off records, and shared dashboard content to keep command center operations accurate and actionable. It also identifies recurring patterns that may require prevention action, supports reporting and continuous improvement, and helps the Senior Manager with performance reporting, risk identification, and improvement recommendations.

Requirements

• Bachelor's degree required.
• Eight years of relevant experience in customer care, quality, field, or dealer operations.
• Strong background in customer care operations, case management, incident response, or field or dealer support.
• Working knowledge of Salesforce and/or case management tools.
• Proficient use of Co-Pilot, PowerPoint, Excel, and other Microsoft Office applications.
• Must reside in California.
• Ability to travel approximately 75% of the time, including day and overnight travel.

Nice To Haves

• Automotive or connected services experience.
• Experience running a daily operating rhythm and driving cross-functional follow-through.
• Comfort working with dashboards, prioritized lists, and service-level measures.
• Sound judgment under time pressure and strong attention to record accuracy.
• Clear written and verbal communication with field, dealer, and internal partners.
• Familiarity with dashboards and reporting tools such as Streamlit and Snowflake.

Responsibilities

• Prepare and publish the daily at-risk list and materials for command center meetings.
• Triage new and escalating cases using agreed prioritization and response standards.
• Track service-level alerts, open actions, and owner commitments through to closure.
• Escalate cases at risk of missing time-to-relief targets.
• Execute field hand-off protocols and ensure case records are complete and accurate.
• Coordinate with the WX field support team, cross-functional internal teams, field personnel, and dealer teams to move issues toward resolution.
• Apply recovery playbooks consistently and recommend updates when they no longer fit an issue.
• Support customer postmortems and dealer retrospectives by providing accurate case history and sharing learnings and recommendations applicable in California and nationally.
• Maintain shared dashboard content and report on time-to-relief, at-risk volume and trends, detection lead time, and hand-off completion.
• Identify recurring issue patterns and raise them for root-cause analysis and prevention action.
• Document operating procedures and contribute to continuous improvement of daily operations.
• Partner with Quality/TCS, Techline, Aftersales Supply Chain Management, Customer Care, Field, and dealer teams on active issues.
• Work with the Integration & Analytics team to improve command center data, scoring, and dashboards.
• Support the Senior Manager with performance reporting, risk identification, and improvement recommendations.

Benefits

• Career growth and continuous learning opportunities, including seminars, leadership training, and learning platforms.
• Tuition reimbursement.
• Comprehensive benefits package, including medical coverage, mental health support, parental leave, and retirement savings.
• Employee Lease Program discounts on lease vehicles.
• Vehicle Purchase Program (VPP).

What This Job Offers

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