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Field Technical Manager

2 weeks ago

PointeClaire, Canada Mazda Canada Inc. Full time

At Mazda Canada Inc. (MCI), we love sharing the beautiful machines we craft with the world. But even more, we love building relationships with the people who help make it all possible. It’s why we have created the Clubhouse of Driving Passion. We are a team of passionate car fanatics with an incurable love affair with the road. We continually strive to challenge the status quo and make it our mission to put people, quality, and experiences before transactions. Ground-breaking technologies and our latest 7th generation products are just the tip of the iceberg. If you possess an unwavering commitment to delivering service excellence and a strong desire to shatter industry stereotypes, Mazda Canada is looking for you.

The Field Technical Manager provides technical consulting for Mazda dealerships in a collaborative effort with Dealers, provides the highest level of service to our service managers, advisors and our skilled technicians, and thrives in a customer-focused environment. In this position, you will interact with Dealers in the Quebec Region to achieve maximum performance in customer satisfaction through class leading Fix It Right The First Time performance, overseeing technical service and warranty operations at dealerships. The Field Technical Manager is a skilled trouble shooter who may be dispatched at short notice to support Dealer Technicians in the repair of problematic vehicles, or to support Mazda Canada in escalated customer concerns.

**Essential Duties include (but are not limited to)**:

- Review with dealership monthly performance against established targets and KPI’s
- Review performance against national and volume group benchmarks and seek continuous improvement through action plans
- Communicate with Regional and Head Office staff on dealer and district performance results and identify issues and counter measures
- Support dealership employees through providing onsite consultation, ensuring active participation in Mazda’s service and technical training programs
- Ensure Dealer Service Operations meet MCI technical and warranty expenditure guidelines
- Represent MCI where it is necessary to hear customer concerns through the Canadian Motor Vehicle Arbitration Plan (CAMVAP/Mise en Demeure), arbitration or small claims court
- Work in coordination with MCI’s Dealer Business Managers to achieve Regional and National goals and objectives
- The role will require routine travel in the province of Quebec.
- Other assigned duties as may be requested.

**Qualifications (Experience, Knowledge & Skills Required)**:

- Must be Bilingual (FR/EN). Ability to comfortably communicate in the Province of Quebec and with Head Office Departments as required.
- Automotive technician license OR Post-Secondary Education (or equivalent) in business management or related discipline
- 3 - 5 years of automotive experience; in retail, and/or in wholesale automotive field or head office environment
- Proven technical knowledge/aptitude
- Awareness of the theory of operation of generic automotive components
- Knowledge of required tools and equipment in the automotive industry
- Skilled in reading and understanding workshop manuals and technical information
- Personable, Positive, Proactive, Consultative and Process driven
- Strong Microsoft Office computer knowledge

**Mazda Canada Inc. is an Equal Opportunity Employer and**
**upon request by the applicant, accommodations will be provided in all parts of the hiring process.