District Technical Service Manager

With a focus on Mobility, Operational Excellence, Value to our Customers and the Electrification of vehicles, you can expect to be part of something exciting. From the sleek design of our vehicles to the unique opportunities we offer around the globe, Nissan exemplifies ingenuity in everything we do. Our people are what drive the business forward.

We are seeking a District Technical Service Manager to join our team. This position provides service technical support to dealers within Nissan's Boston/Maine/Rhode Island districts.

Job Summary:

Assists in resolving vehicle concerns which 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 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 (district Fixed Ops. Manager) counterpart(s) to synergize operations. Contributes to building brand value and achieving enduring profitable growth.

Job Functions include but are not limited to:

The following job function statements describe the general nature and level of work being performed.  They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.  The job function statements reflect expectations of the fully trained, proficient incumbent who meets all performance criteria.

• Conducts routine dealership visits to review service operations; meets with service department staff, Service and Parts Dept.
• management and Dealership Principal/Executive Manager to assess all aspects of service operations.
• Coordinates with FOM and DTSM Management on analysis of customer interface and service process quality in dealership
• P&S operations. Participates in CSI focused reviews and addresses identified issues with dealerships.
• Identifies and recommends best practice action plans with dealership management to enhance customer satisfaction and improve service process.
• Monitors service staff performance through real time technology tools and customer satisfaction scores.
• Understands and identifies sources of customer complaints and addresses same with dealer management 
• Assists in resolving vehicle concerns which dealer technicians are unable to diagnose and/or repair.
• Instructs dealer technicians in proper diagnostic and repair procedures.
• Demonstrates awareness for adding value to the Company by decreasing warranty costs.
• Communicates with engineering and technical hotline staff (TECH LINE) 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 facts and results of incident investigation.
• Makes swift and thoughtful decisions based on a clear understanding of Nissan’s strategy
• Conducts customer buyback vehicle evaluations to determine suitability for resale or donation/salvage; 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 or civil litigation.
• Provides testimony during depositions or hearings. Prior to arbitration, works with NNA consumer affairs department to assess situations and identify applicable resolutions for NNA and 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 training certification and supports recognition of achievements.  
• Consistently contributes to building brand value by delivering on our brand promise.
• 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

Minimum Requirements:
The following qualification statements reflect the minimum skills and abilities required of the qualified applicant.

Job Knowledge and Skill: Thorough knowledge of automobile mechanical and electronic functions; good general knowledge of dealership
service operation. Good verbal and written communication skills

Experience: Four or more years of increasingly responsible administrative experience, plus two or more years of directly related professional level experience

Education: Professional Certification (e.g. Vocational Certificate or AAS degree). Consider equivalent related college or technical courses, seminars and in-house classroom training provided by a vehicle manufacturer. Automotive Service Excellence (ASE) Automotive Master Technician Status (A1-A8) plus ASE L1 certification will be REQUIRED of the successful candidate.

Computer Skills: Working knowledge of word processor, spreadsheet, other PC applications, etc. to output routine products with similar, noncreative formats
Demonstrated Knowledge, Skills and Abilities

• Ability to prioritize own schedules and organize workload effectively with minimal daily supervision
• Ability to function effectively and maintain productivity in a virtual office environment
• Ability to focus on the best interests of the dealership and of Nissan/Infiniti.
• Able to remain objective in the course of building relationships
• Dedicated to meeting the expectations and requirements of internal and external customers.
• Attentive to opinions and perspectives of others
• 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

Physical Requirements:
The physical requirements described below are representative of those an employee must normally meet to successfully perform the
essential functions of this job.  Reasonable accommodations may be made to enable otherwise qualified individuals with disabilities to
perform the essential job functions.

Travel: Up to or more than 50% day and evening overnight travel
Welcome to an open lane of possibility. Drive your career forward and join the company leading the technology and business evolution of the
automotive industry by applying today.

Nissan is committed to a drug-free workplace.  All employment is contingent upon successful completion of a drug screen for roles based in
the United States and background screening for all positions.   
All of us at Nissan – regardless of functional area or expertise – share a passion to design, manufacture, and sell high-performance vehicles.
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.

**Visa sponsorship for this position is not available at this time.**

NISSAN FOR EVERYONE

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.

Join us as we carry our commitment to diversity and inclusion into the future.