Project Manager Customer Support

Review, support, and analysis of consumer complaints relating to vehicle performance and satisfaction, and Nissan’s review and response to complaints.  Serves as corporate representative in connection with disputes arising from those or related complaints, including warranty litigation cases and Lemon Law / Consumer Buyback requests. Works with in-house and outside legal staff to help resolve cases prior to trial including but not limited to depositions and a resource for outside counsel to obtain pertinent information. Represents Nissan on high level and high-risk cases with potentially high financial impact to Nissan North America, Inc. on an individual case basis.

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. Knowledge and expertise regarding policies and procedures in matters relating to vehicle warranties
2. Interfaces directly with dealers, regional field personnel, legal counsel, engineering departments, and consumer affairs on vehicle performance and consumer satisfaction related matters, including warranty related claims
3. Provides feedback regarding case-handling breakdowns to Consumer Affairs and Dispute Resolution teams
4. Serve as the company’s representative / witness for Lemon Law and similar disputes, in depositions, hearings, and trials. Works with the consumer affairs department to assess the situation leading to such disputes to develop an equitable resolution for the customer. Teams with people from other organizations, independently of borders (functions, regions, and affiliates), to reach a target
5. Coordinates daily with outside legal counsel regarding scheduled depositions and to understand the topics requiring testimony during each specific case 
6. As necessary, performs other related duties of which the above are representative.

Areas of Focus for Specific Warranty Matters: expected to understand and provide insights on the following areas relating to consumer complaints:

• Repairs on subject vehicles

• Technical Service Bulletins and recalls

  • Why issued

  • Process for issuance

• NNA policies and procedures for investigating whether vehicle qualifies for repurchase or replacement under specific state Lemon Laws

• NNA’s relationship and interaction with dealerships related to assessing effectiveness of repairs following repair opportunities

• NNA policies and procedures for calculating repurchase offer amounts for qualifying vehicles

• NNA Warranty policies and procedures

• NNA third party Dispute Resolution processes

• Procedures for handling customer complaints

• Warranty coverage, exclusions, campaigns, and recalls associated with Plaintiff’s specific vehicle

Minimum Qualifications

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

1. Job Knowledge and Skill:
Basic computer systems knowledge, proven customer interaction skills, strong verbal and written communication skills, and strong organizational skills.

2. Experience:
6+ years of combined technical/corporate/field experience with OEM (preferably Nissan) or related experience, with Automotive industry experience strongly preferred; having multiple areas of experience from above is also strongly preferred. Experience with investigating and understanding the facts of a case in other industries would also be considered. Experience with giving trial testimony or being deposed as an expert witness preferred.

3. Education:
Bachelor’s degree required.

4. Computer Skills:
Working knowledge of word processor, spreadsheet, other PC applications, etc. to output routine products with similar, non-creative formats.

5. Travel:
Overnight travel likely required, including West Coast / California.

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.

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.

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