Dealer Technical Support Manager

4 days ago

Kirkland, Canada Nissan Full time

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 are seeking an accomplished **Dealer Technical Support Manager** to join our team in **Halifax, NS (Hybrid).**

The responsibilities of this position will be playing a pivotal role in providing onsite technical support to dealer technicians and elevating overall fixed right first time customer satisfaction. This opportunity is designed for individuals passionate about the automotive industry, offering a chance to contribute significantly to brand value and sustainable growth.

**Job functions Include but are not limited to**:

- Resolve intricate vehicle repairs that dealer technicians are unable to diagnose and repair, focusing on enhancing the company's value proposition by reducing warranty costs and elevating fixed right first time customer satisfaction.
- Instruct dealer technicians in proper diagnostic and repair procedures, promoting efficient and effective resolution of technical issues.
- Acts as primary interface with national consumer affairs in relation to customer technical inquiries, Better Business Bureau (BBB) arbitration, and CAMVAP cases.
- Collaborate with engineering and TECH LINE staff to identify, report, and resolve technical issues, ensuring a customer-centric approach in decision-making.
- Conduct detailed investigations and prepare Incident Investigation Reports for potential legal and product liability incidents, including automobile collisions and fire incidents.
- Evaluate customer buyback vehicles for resale or donation, overseeing final repairs and coordinating the disposition of vehicles, and act as the company's representative and expert witness for arbitration and product liability litigation, striving for equitable resolutions and contributing to brand image.
- Review and evaluate dealership service department processes, identifying areas of improvement to enhance fixed right first time customer satisfaction and brand value. Also providing technical expertise and support for media and press events, showcasing our commitment to innovation and quality in the auto industry.
- Interface with Dealer service personnel (General Manager, Service Manager, Shop Foreman, Service Writer, Technician, etc.) and other internal Nissan Canada departments (Product Engineers, Quality Assurance, Recall Compliance, Warranty Department, Service Publication Team, etc.)
- Manage the flow of technical information to and from regions and dealers through facilitation of regular regional product committee meetings.

**Minimum Qualifications**:

- Associate degree in automotive-related programs such as, but not limited to: Automotive Technology, Automotive Technology Management, Field Service Operations, Advance Vehicle Systems, Automotive Engineering Technology, Automotive Service Technology, Automotive Industry Management and Mechanical Engineering or combination of equivalent education and five to ten years of automotive technical experience in service operations.
- Thorough knowledge of automobile service/hands-on diagnostic and repair experience, and strong general knowledge of dealership service operations.
- Experience or firm understanding of the Vehicle Service Repair process and a proven customer service ethic, and the ability to handle multiple inquiries/support requests with tight deadlines, utilizing superior technical, verbal, written communication, and analytical skills.
- Proficiency in PC (Microsoft Office) and complex software programs, with expertise in specialty technical automotive diagnostic software programs, ECM/TCM reprogramming, data acquisition, vibration Analyzers etc.
- Proficient in operating vehicles with Manual, CVT, and Automatic transmissions, along with advanced vehicle test/service equipment.
- Solid communication skills for dealing with complex and potentially sensitive issues, including mediation and litigations, and strong presentation and facilitation skills for technical meetings.
- Bilingualism (French/English) is an asset.

Nissan Canada, Inc. is proud to be recognized as a Great Place to Work for the third year in a row. This certification was made possible thanks to our employees who share a continued focus on building, sustaining, and being a part of a high-performing workplace culture. Join our winning team today.

**Visa sponsorship for this position is not available at this time.**

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