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Program Manager, Technical Dealer Service Operations
Location:
Irvine, CA
Description:
Job Description: The Technical Dealer Service Operations Program Manager supports MNAO's Legal and Mediation department initiatives through dealer service process improvement actions to reduce MNAO's financial loss from vehicle repurchases and other related actions. The Technical Dealer Service Operations Program Manager is responsible for identifying low performing areas of a Dealer's Service Department and provides training to MNAO teams and dealer staff to promote improvements. The Program Manager serves as a technical subject matter expert for MNAO Legal, Mediation, Engineering, Technical Assistance Hotline, Customer Experience Center (CEC) and Regions. Risk Mitigation/ Process Improvement - 40% Analyze available dealer service data to identify key factors and/or trends likely to increase MNAO's financial risk and utilize finding to select target dealers for process improvements. Create and implement process improvement plans for target dealers and measure effectiveness through follow up activities. Collaborate with internal MNAO departments (i.e., Legal, Mediation, Product Quality, Field Technical, Hotline, CEC, DAG, Warranty, etc.) to establish guidelines and policies that proactively mitigate financial loss to MNAO. Conduct dealer process improvement training and coaching to Field Technical Specialists and Regions teams. Provide technical input and related guidance on upcoming repairs, campaigns and policies that may impact repurchase demands. Legal and Customer Mediation Support - 40% Provide technical expertise to support MNAO Legal and associated counsel through: Vehicle inspections. Depositions as technical expert / witness representation. Trial testimony as expert witness. Witness representation for non-technical issues, i.e., repair history and guidance for case handling. Provide technical expertise in mediation cases and Better Business Bureau Autoline arbitration. Conduct vehicle inspection and provide final repair attempt for customer vehicles if necessary. Meet and debrief with customers after vehicle inspections. Provide technical analysis of demand and repurchase activity, subrogation, and warranty dispute cases. Verify repurchased vehicles are suitable for resale through repair verification. Dealer/ Customer Technical Support - 20% Establish effective relationships with target dealer personnel (General Manager, Service Manager, Shop Foreman, Technicians, etc.) and provide effective coaching of MNAO service process improvement plans targeted to reduce vehicle repurchases and other financial losses to MNAO. Assist assigned dealers with exceptionally difficult to diagnose or repair vehicle concerns, including hands-on assistance as needed. Create positive customer experience through virtual and in-person customer interactions to conduct vehicle inspections, address their concerns and/or explain proper functionality. Review assigned dealers technical assistance cases to ensure proper dealer usage of the technical hotline and coach as needed to prevent unnecessary contacts, and to ensure an exceptional level of quality customer service. Review open repair order report during dealer visits to ensure no customer is without their car for an extended period of time and that special order parts are ordered correctly. Review and evaluate dealer's Technical Training attainment and promote technician certification, aligning with MNAO's requirements for repair and servicing Mazda vehicles. Qualifications and Other Requirements: Education: Associate degree (AA/AS) in related field, or equivalent combination of education, training, and work experience. Bachelor's degree in Automotive Technology, Engineering, or related field preferred. Minimum seven (7) years' automotive hands-on diagnostic work experience. Mazda hands-on technician work experience. Experience with Mazda service-related systems (i.e., MGSS, Siebel) and Mazda diagnostic tools. Experience utilizing dealer/OEM diagnostic tools and service-related systems. Preferred but not required: Experience as an expert witness, Person Most Knowledgeable (PMK), Person Most Qualified (PMQ) for trials, depositions, and arbitration. Service manager or shop foreman experience. Dealer experience. Proven track record in the following: Successfully collaborate with multiple departments and in a cross-functional environment. Ability to produce timely deliverables and manage multiple and shifting priorities in a dynamic environment. Training/Certification: ASE Master Certification required. Satisfactory driving record as determined by the Company and a current, valid State driver's license required. Mazda Master Technician certification preferred. ASE Advanced Level Specialist [L1, L3, L4] highly preferred. Training in consulting, coaching, influencing, or negotiation preferred. Knowledge/Skills/Abilities: Advanced vehicle knowledge and diagnostic troubleshooting abilities on Mazda vehicles. Expert knowledge of dealer service operations. Ability to maintain customer-centric mindset and provide a premium customer experience Proficiency with computer applications, including Microsoft Excel, Word, PowerPoint, Power BI and Outlook, as well as the ability to learn and effectively utilize other software applications used within the Company. Well-balanced interpersonal skills; Must be able to establish and maintain effective working relationships with all levels of management, employees, customers, and outside vendors; Must be able to clearly and effectively communicate both orally and in writing, using good grammatical form, both in general correspondence, as well as on technical issues. Strong negotiation / coaching skills. Must be analytical and a problem solver with the ability to identify problems and/or cause-effect relationships; identify key issues; secure relevant information from all appropriate sources; identify possible root causes of problems and develop and implement corrective actions for resolution. Strong organizational skills and the ability to prioritize tasks in accordance with established standards and deadlines required. Self-motivated and capable of working with minimal supervision and/or direction. Travel Required monthly Pay Range: $91,400.00-$139,400.00 Salary to be determined by education, experience, knowledge, skills and abilities of the applicant, internal equity, and alignment with market data. Learn more about MNAO's comprehensive benefits package here PDN-9be595f7-984a-4ebd-b965-650c5098a44d
Company:
Mazda North American Operations
Industry:
Other
Posted:
April 26 on Professional Diversity Network
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More About this Listing: Program Manager, Technical Dealer Service Operations
Program Manager, Technical Dealer Service Operations is a Executive Program Manager Job at Mazda North American Operations located in Irvine CA. Find other listings like Program Manager, Technical Dealer Service Operations by searching Oodle for Executive Program Manager Jobs.
Program Manager, Technical Dealer Service Operations is a Executive Program Manager Job at Mazda North American Operations located in Irvine CA. Find other listings like Program Manager, Technical Dealer Service Operations by searching Oodle for Executive Program Manager Jobs.