District Technical Service Manager

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 mecha