Mazda Motor Corporation

Compensation

Full Description

Job Description The Specialist, Market Technical is responsible for improving customer retention and loyalty through service process improvement of MNAO's processes supporting Fix it Right the First Time (FIRTFT) initiatives. Serves as a technical subject matter expert for assigned dealer market in support of dealer service operations with regard to MNAO Legal, Mediation, Engineering, Warranty, Technical Hotline, Customer Assistance and Regions. Market Service Performance Management - 40% Establish effective relationships with assigned market dealers’ service personnel (General Manager, Service Manager, Shop Foreman, and Technicians) to advance the dealer’s service operations supporting FIRTFT, resulting in higher customer satisfaction and service retention. Manage dealer service performance by routinely conducting service process improvement meetings with dealer management, technicians, and district service managers to develop appropriate action plans for areas of improvement. Evaluate/advise dealer on service special tool and equipment requirements to ensure proper tool inventory, usage, and maintenance. During dealer visits, review MNAO resources and the Dealer Open Repair Order Report to ensure customers are not without their vehicles for extended periods and that all special-order parts are ordered correctly. 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. Prepare dealer service staff for campaigns, recalls or other high priority service repairs or programs. Document dealer visit findings, discussion content, and agreed-upon action plans in the appropriate MNAO systems. Dealer/ Customer Technical Support - 30% Assist dealers with exceptionally difficult to diagnose or repair vehicle concerns, including hands-on assistance as needed. Support and train dealer technicians on proper diagnostic and repair procedures to enable them to independently resolve issues. Create positive customer experience through virtual and in-person customer interactions to conduct vehicle inspections, address their concerns and/or explain proper functionality. Collaborate with the Customer Experience Center (CEC) and dealer staff to address customer complaints and implement effective resolutions, ensuring an exceptional customer experience. Work with Customer Experience Center (CEC) and dealer staff on customer complaints/resolutions to ensure a customer experience. Collaborate with the Warranty department on technical claim review, cost reduction measures at dealer level (i.e., approval of major part assemblies), and other special warranty program assistance. Create and present “Tech Tips” webinars for dealer service personnel. Review assigned market 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. Product Quality - 20% Coordinate onsite Product Quality investigations by working with dealer staff to collect and report information requested by the Product Quality Engineers on product and safety concerns. Proactively monitor and investigate the product quality and effectiveness of product improvements through regular onsite dealer visits. Customer Mediation - 5% Prevent Lemon-Law buyback actions by educating dealers on lemon law prevention and follow up with any vehicle at risk of repurchase. Representation of Mazda at mediation/court cases, BBB arbitration or other civil litigations. Conduct vehicle inspection and provide final repair attempt for customer vehicles if necessary. Verify repurchased vehicles are suitable for resale through repair verification. Legal - 5% Provide technical expertise support to 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. 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 or Engineering preferred. Minimum of five (5) years’ automotive hands-on diagnostic work experience. Work experience utilizing dealer/OEM diagnostic tools and service-related systems. Service manager or shop foreman experience strongly desired. 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. Preferred but not required: Mazda hands-on technician work experience strongly preferred. Experience with Mazda service-related systems (i.e., MGSS, Siebel) and Mazda diagnostic tools a plus. Dealer experience preferred. Training/Certification: ASE Master Certified preferred. ASE Advanced Level Specialist [L1, L3, L4] highly desirable. Mazda Master Technician certification a plus. Training in consulting, coaching, influencing, or negotiation strongly desired. A satisfactory driving record as determined by the Company and a current, valid State driver's license are required. 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 May be required 5-7 times per year Physical Conditions and Requirements – Frequency Hazardous physical conditions (mechanical parts, etc.) - Weekly Hazardous material (chemicals, oil, etc.) - Weekly Extreme temperatures - Weekly Inadequate lighting - Weekly Workspace restricts movement - Weekly Excessive noise – Weekly Kneeling – Daily - Very Important Reaching – Daily -Very Important Standing – Daily - Very Important Walking – Daily - Very Important Pushing – Daily - Very Important Pulling– Daily - Very Important Grasping – Daily - Very Important Lifting – Weekly - Very Important Talking– Daily - Extremely Important Hearing/Listening– Daily - Extremely Important Seeing/Observing– Daily - Extremely Important Repetitive Motion – Daily - Extremely Important Driving – Daily - Extremely Important We support Remote work in the following states: Alabama, Arizona, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Kansas, Kentucky, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin Pay Range $83,300.00 - $120,800.00 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 Mazda was founded in 1920 in Hiroshima, Japan. We are a multi-national company that embraces and celebrates multicultural environments. We are rebels in the automotive space which is part of our DNA that we call the Challenger Spirit. We put our customers first and offer a unique customer experience. Mazda’s products combine technology, design, and the joy of driving pleasure. https://www.mazdausabenefits.com https://insidemazda.mazdausa.com/ We have a driven and passionate working environment. One of our divisions gets to show off in a unique way, check out https://www.mazdausa.com/why-mazda/motorsports