District Technical Service Manager

Job Description

Location(s): Indianapolis, IN OR Cincinnati, OH

Job Schedule: Full-time

Education Requirement: Bachelor’s degree or an equivalent combination of education, work experience and training that fulfills the minimum requirements for successful job performance

Sponsorship: No

Shape the Future of Mobility at Nissan: Launch Your Career, Drive Innovation

We are currently looking for a District Technical Service Manager to join our team in Indiana, Ohio and Kentucky regions.

The DTSM assists in resolving vehicle repairs that 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’s 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 counterpart(s) to synergize operations.

A Day in the Life:

• Conducts routine dealership visits to assess service operations and meet with service staff, management, and Dealer Principals
• Collaborates with FOM and DTSM to evaluate customer service quality and practices in P&S operations
• Participates in CSI reviews, addresses issues, and develops action plans to improve customer satisfaction
• Identifies, implements, and shares best practices across dealerships
• Monitors staff performance using real-time tools and CSI scores; addresses sources of customer complaints
• Supports complex vehicle diagnostics and trains technicians on proper procedures
• Communicates with engineering and technical teams to resolve recurring or complex technical issues
• Investigates incidents by examining vehicles, reviewing documentation, and preparing detailed reports
• Makes informed decisions aligned with company strategy and customer needs
• Manages customer buyback evaluations, final repairs, documentation, and vehicle disposition
• Serves as expert witness in Lemon Law, product liability, and warranty litigation; collaborates with Consumer Affairs to resolve disputes
• Evaluates dealership training needs, tool inventory, and systems; recommends improvements
• Promotes service department certification and recognizes achievements
• Reviews and approves/denies warranty and goodwill claims using systems data and technical expertise
• Acts as technical SME during warranty reviews
• Performs additional related duties as needed

Who We’re Looking for:

Required:

• Experience: Four or more years of professional technical experience, automotive preferred, plus two or more years of DTS/TECH LINE experience and/or related industry leadership level experience.
• Education: Bachelor’s degree or an equivalent combination of education, work experience and training that fulfills the minimum requirements for successful job performance. Automotive Service Excellence (ASE) Master Status Preferred.
• 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
• Demonstrated Knowledge, Skills and Abilities: 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
• MVR required.
• Travel requirements: 50% - 75% day and overnight travel.

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.