Team Lead Warranty

A Day in the Life:

• Support the daily operation of the Diagnostic Validation or Claims Assistance Contact Center group by providing direct department support, monitoring Service Level and directing agent workflow.
• Provides leadership support and training for DV/CA personnel regarding Warranty, Service Contract, Campaign, and Goodwill claim pre-approvals, post-approvals, coding assistance labor rate surveys, ARC, LEAF Lib battery and credit debit requests.
• Contributes to building brand value and achieving enduring profitable growth.
• Responsible for the counsel and review of personnel performance and progress on a regular basis. Assists Contact Center personnel in making decisions regarding dealer claims.
• Identifies problem areas and develops procedures and tools used by the Contact Center to increase the consistency of service to dealers and field personnel as well as insure proper use of Warranty, Security+Plus, and Goodwill funds.
• Responsible for monitoring: agent morale, workload distribution, work state usage along with phone calls. Support ongoing training of Contact Center personnel to ensure all calls are handled in a professional and capable manner.
• Responsible for processing of Daily reporting and ad hoc studies to support the operations of the Department.
• Lead by example by taking phone calls daily to support the operation in meeting service level objectives.

Who We’re Looking for:

Required:

Education: High School Diploma required, bachelor’s degree preferred in a related discipline. Consider equivalent related college or technical courses, seminars, and in-house classroom training.

Job Knowledge and Skill:

Claims Assistance Contact Center

Four or more years of related experience at a professional level. Previous automotive experience at either the manufacturer or dealership level is desirable, especially in the parts and service area. Two or more years of increasing responsibility in Nissan warranty systems.

Diagnostic Validation Contact Center

Four or more years of related experience at a professional level. Two or more years of increasing responsibility in Nissan warranty systems.

Ability to perform work onsite at Customer Resource Center – Murfreesboro, TN

Requires overnight travel once or twice a quarter ~ 5%

Desired:

ASE Master Technician. L1 & Nissan/Infiniti certifications preferred.

What You’ll Look Forward to at Nissan:

Career Growth and Continuous Learning Opportunities: Benefit from diverse career paths, cross-departmental moves, and innovative learning platforms. Enhance your skills through seminars, leadership training, and tuition reimbursement programs, all while playing a vital role in shaping the future of transportation. From day one, you'll have the support to tackle challenges and contribute to impactful solutions across our organization.

Rewards: Be supported with a Comprehensive Benefits Package, including medical, mental health, parental leave, retirement savings & unique Nissan perks, including discounts on lease vehicles as part of our Employee Lease Program and a Vehicle Purchase Program (VPP). For more information, access our Nissan Benefits Overview Guide.

Nissan is committed to a drug-free workplace. All employment is contingent upon the successful completion of drug and background screenings in accordance with Nissan policies and in compliance with federal, state, and local laws, including the California Fair Chance Act and the Los Angeles County Fair Chance Ordinance. Nissan will consider qualified candidates with arrest or conviction records for employment in a manner consistent with these laws.

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.

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.