Regional Service Development 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’re currently looking for a Regional Service Development Manager to join our team in Irvine.

Job Summary
Monitors and guides aftersales programs and initiatives and supports Fixed Operations Managers (FOM) to meet and exceed parts and accessories sales objectives within dealerships for an assigned region.  Ensures consistent implementation of major customer-focused processes, promotional roll-outs and other initiatives.  Provides training and follow-up to assist FOM with challenging performance issues.  Tracks sales against objectives and formulates action plans to address gaps. Assists with strategies to expand and exceed aftersales with assigned region providing feedback and input on new or existing initiatives and programs.  

Job Functions
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.

1.    Identifies Dealership aftersales potential, supports Regional Aftersales Manager (RAM) and FOMs on prioritizations, Implementation, follow up, escalation. Focus on Technician capacity, Parts and Labor Revenue per active customer, customer retention strategies.
2.    Ensures Aftersales Field team has comprehension of national and regionalized initiatives and promotes programs’ goals and objectives within dealerships. Adapts programs to region. Clarifies and communicates eligibility guidelines and other administrative rules and operational guidelines. Analyzes performance of programs and provides needed recommendations for improvement. Monitors progressive dealership adoption of key initiatives including but not limited to:
3.    Assists with plan execution, implementation, and effective utilization of new service operations technology by dealers including online reservation initiatives and digital media centers to ensure dealerships are capturing greater service volume, improving customer convenience, and effectively presenting the Nissan brand and products. Addresses issues within region hindering its adoption and growth. Measures value and sales impact of programs for region and provides feedback on suggested improvements. 
4.    Analyzes dealerships in terms of expertise and practices relating to inventory management. Monitors regional daily stock order utilization and retail parts management inventory improvement program participation.  
5.    Assists in the formulation of sales objectives and communications to the FOMs and Area General Managers (AGMs) based upon regional knowledge of market. Tracks sales base parts and accessory sales in dealerships. Analyzes and reports sales information to national management, regional management, and regional staff. Provides sales analysis to regional management regarding evaluation of sales programs, market conditions, and the sales activities of competitors.  Assesses impact of programs and promotions on sales and suggests improvements to better drive sales.
6.    Monitors the customer experience within dealership including customer satisfaction survey scores, as well as dealership pricing to ensure competitive and fair practices.  As deemed necessary or as requested, advises FOM and dealerships on improvement plans that will increase customer satisfaction and retention.   Monitors service advisor sales performance.
7.    Coordinates with Customer Experience team on identified patterns of Consumer Affairs issues in region’s dealerships service operations.  Reviews file volume trends and customer survey data to aid field personnel in identifying dealer process issues.  Alerts FOM to issues that need to be addressed in dealerships that may be limiting or reducing base and accessory sales.  Incorporates solutions for recurring issues into training and new standard processes.

8.    Develops and manages assigned regional analyst and/or contract staff.  Interviews and assesses employees.  Builds required skills and competencies of staff for current and potential rotational assignments through challenging work assignment and formal training opportunities.  Review and evaluate work and coach employees to improve performance.  Document progress and communicate in honest, fair and effective manner.

Minimum Qualifications and Demonstrated Knowledge, Skills & Abilities

1.    A total of