NSA Dealer Support Engineer at Nissan Motor Corporation

PURPOSE / DETAILS OF THE JOB

• Perform Technical Assistance with difficult to repair vehicles and dealer support for Nissan South Africa and RBU

QUALIFICATIONS AND EXPERIENCE

Minimum Education Requirement 

• Matric
• Diploma / Btech in relevant qualification and must be Registered Qualified Technician/ Master Technician

Minimum Experience Requirement 

• 3-5 Years experience in Dealer Environment/Customer Care

KEY PERFORMANCE AREAS

• Conduct Dealer support and repair problematic vehicles
• Supports a working culture of cross functional cooperation and synergy
• Subject Matter Expert
• Demonstrate the ability to team with people from other organizations
• People Skills
• Focuses efforts on converting customers to enthusiastic advocates.
• Attention to Detail for our brand, by delivering consistent and passionate product and service performance that exceed customer value expectations
• Analyses decisions from the customer’s viewpoint and takes action with the customer’s needs and values in mind.
• Assists in resolving vehicle repairs that dealer technicians are unable to diagnose and repair.
• Instructs dealer technicians in proper diagnostic and repair procedures.
• Demonstrates the awareness for adding value to the company by decreasing the warranty cost.
• Communicates with engineering and technical hotline staff to identify report and resolve technical issues resulting in repeat repairs, or customer dissatisfaction.
• Analyses decisions from the customer view points and take action with the customer needs and values in mind
• Conducts investigation into incidents by examining vehicle and subsystems provide supporting photo's and reviews repair history and related policy's
• Prepare reports to company management documenting the facts and results of investigation.
• Make swift and thoughtful decisions base on the clear understanding of the Nissan strategies.
• Conducts customer buyback evaluations determining suitability of vehicles for resale, overseen final repairs, prepare related reports and documentation
• Acts as the company's representative and expert witness for product liability
• Reviews and evaluate dealership service department processes and procedures
• Report Product Problems
• Consistently contributes to building brand value by delivering on our brand promise.

Time Management 

• VIR - Vehicle Inspection Report update with in 3 working days after completion
• Tool Check List
• Control tools and equipment

Coaching 

• On the job coaching
• Administration
• Write Reports on difficult to repair vehicles
• Report Product Problems
• Evaluate Technical Reports
• Complete weekly and month end reports
• Liaise with Technical Training

Expenditure 

• Control expenditure report
• Control travel and accommodation

SPECIAL REQUIREMENTS

CRITICAL KNOWLEDGE 

• Dealer operations and structures
• Negotiation skills
• Action Orientation
• Nissan Product and Technical knowledge
• Communication skills
• Creative thinking

CRITICAL SKILL & COMPETENCIES 

• Self-confident and assertive
• Ability to work under pressure
• Problem Solving and Analysis
• Quality Orientation
• Presentable
• Personal Motivation