Specialist, Regional Technical

Mazda North American Operations•New York, NY

1d•Remote

About The Position

The Regional Technical Specialist serves as the escalated interface between MNAO Technical Services and the dealer service staff, providing technical support primarily via phone for difficult to diagnose and repair Mazda vehicles to improve the dealer experience, customer brand loyalty and retention. This position virtually supports numerous Mazda dealers across an assigned region and may also visit dealerships for in-person support as needed.

Requirements

Associate degree (AA/AS) in related field, or equivalent combination of education, training, and work experience.
Minimum of 5 years’ automotive hands-on diagnostic work experience.
Work experience utilizing dealer/OEM diagnostic tools and service-related systems.
Successfully collaborate with multiple departments and in a cross-functional environment.
Ability to produce timely deliverables and manage multiple and shifting priorities in a dynamic environment.
ASE Master Certified preferred.
ASE Advanced Level Specialist [L1, L3, L4] highly desirable.
A satisfactory driving record as determined by the Company and a current, valid State driver's license are required.
Advanced vehicle knowledge and diagnostic troubleshooting abilities on Mazda vehicles.
Working knowledge of dealer service operations.
Ability to maintain customer-centric mindset and provide a premium customer experience.
Proficiency with computer applications, including Microsoft Excel, Word, Power BI, PowerPoint and Outlook, as well as the ability to learn and effectively utilize other software applications used within the Company.
Well-balanced interpersonal skills; Must be able to establish and maintain effective working relationships with all levels of management, employees, customers, and outside vendors; Must be able to clearly and effectively communicate both orally and in writing, using good grammatical form, both in general correspondence, as well as on technical issues.
Must be analytical and a problem solver with the ability to identify problems and/or cause-effect relationships; identify key issues; secure relevant information from all appropriate sources; identify possible root causes of problems and develop and implement corrective actions for resolution.
Strong organizational skills and the ability to prioritize tasks in accordance with established standards and deadlines required.
Self-motivated and capable of working with minimal supervision and/or direction.

Nice To Haves

Bachelor’s degree in Automotive Technology or Engineering preferred.
Mazda hands-on technician work experience strongly preferred.
Experience with Mazda service-related systems (i.e., MGSS, Siebel) and Mazda diagnostic tools a plus.
Dealer experience preferred.
Mazda Master Technician certification a plus.

Responsibilities

Assist dealers with exceptionally difficult to diagnose or repair vehicle concerns, providing hands-on assistance if necessary.
Support and train dealer technicians on proper diagnostic and repair procedures to enable them to independently resolve issues.
Create positive customer experience through virtual and occasional in-person customer interactions to conduct vehicle inspections, address their concerns and/or explain proper functionality.
Work with Customer Experience Center (CEC) and dealer on customer complaints/resolutions for dealers.
Collaborate with the Warranty department on technical claim review, cost reduction measures at dealer level, and other special warranty program assistance.
Create and present “Tech Tips” webinars for dealer service personnel.
Review assigned technical assistance cases to ensure proper dealer usage of the technical hotline and coach as needed to prevent unnecessary contacts, and to ensure an exceptional level of quality customer service.
Observe reports, scores, trends, and customer comments to identify gaps and recommend implementation of best practices.
Assist Product Quality Engineers with product and safety investigations.
Follow up with dealers and assist with repair/reporting to Product Quality.
Monitor and investigate the product quality and effectiveness of product improvements through dealer contacts.
Prevent Lemon-Law buyback actions by educating dealers on lemon law prevention and follow up with any vehicle at risk of repurchase.
Represent Mazda at mediation/court cases, BBB arbitration or other civil litigations as needed.
Conduct vehicle inspection and provide final repair attempt for customer vehicles if necessary.
Verify repurchased vehicles are suitable for resale through repair verification.
Provide technical knowledge support to MNAO Legal and associated counsel through: Vehicle inspections, Depositions as technical expert / witness representation, Trial testimony as expert witness, Witness representation for non-technical issues, i.e., repair history and guidance for case handling.