08 feb
Nissan
Ciudad de México
**This role will be responsible for**:
- The role will have the responsibility to manage Warranty, Field Quality Assurance, Field Engineer and Techline Operations for NIBU (34 countries).
- Will supervise and guide the daily operation to provide support to NIBU countries.
- The role will be in charge of planning, execution of TCS processes and promote customer focus for a quick requests address and attendance.
**Key Responsibilities**:
- Maintain strong team member relations, promote people development, coaching and mentoring with a focus on teamwork and customer satisfaction.
- Create strategies relative to KPI achievement to guide and support team members in translating those strategies into a clear action plans.
- Close relation with team members to guide and empower each engineer to accomplish activities and projects with success.
- Organize and prioritize team activities with mínimal guidance and manage projects in a timely and effective manner.
- Effective TCS function understanding, main KPIs, reporting tools and proactively understanding of NSC needs to implement immediate action plans.
- Collaborate in a cross functional manner with NSC's, MZK, R&D;, AS and NIBU functions.
- Create strategic quality improvement initiatives, and efficiency enhancement for processes and systems.
- Contribute to improve and create effective communication with NSCs to improve response times, solve issues and requests for the benefit of our customers.
- Ensure implementation and update for TCS Standards and Procedures according NIBU necessities.
- Manage workshops/seminars/quality committees for NIBU markets to improve TCS support.
- Coordinate systems development and digitalization projects.
- Report for top management on related quality activities improvement.
- Previous knowledge of quality systems, inspection process and techniques, root cause failure analysis, statistical distributions, assembly processes, problem solving, etc.
- Develop and manage TCS NIBU budget (Monthly follow up and report for G&A; expenses)
- Analysis and follow up on monthly KPI's to ensure alignment with all the teams.
- Launch of quality campaigns for NIBU countries.
- Handle monthly campaign performance and parts reduction in warehouse.
- Close contact with SCM and supplier for components production for campaign activities.
- Handle warranty payments for NIBU countries and Nissan Affiliates.
- Enhance warranty payment reduction though continuous audits to dealers and claims analysis.
- Control of dealers efficiency for technical support. (GTSS)
- Maintain customer satisfaction Index (MIS)
KPI's implementation exclusively for main operations.
- Negotiate yearly objectives with National Sales Companies.
- This role will be responsible for managing in resolving vehicle repairs which dealer technicians are unable to diagnose and repair. Instructs dealer technicians in proper diagnostic and repair procedures.
- Manage field engineer and technical support operation teams. (Technical Validation, Pending List, Analysis, TSB issuance, Data collection, Parts shipment, etc.)
- Organize/coordinate all warranty activities and strategies for NIBU markets (Monthly payment, daily support on claim processing, PL, warranty conditions, Goodwill, Buyback, etc.)
**Education/Certifications**:
- Mechanical Engineer, Industrial Engineer, Automotive Engineer or similar.
**Previous Work Experience**
- 3+ years with experience on Quality Assurance, Techline, Warranty and/or Quality campaigns.
- Areas related to Customer Satisfaction on Automotive Industry.
- Quality investigations, technical expertise, R&D; and plant processes and field experience.
- Experience to understand customer needs and complains on Latin American markets.
- Team leading/management for different quality functions.
**Other Knowledge, Skills and Abilities**
- Language**:Advanced English **(written and spoken)
- Ability to engage in a conversation, create reports and presentations to report to management.
- Travel: 30% to visit NIBU NSC or Plants in order to discuss and manage activities to be implemented on each market. (Valid driver license is a must, active passport and VISA is preferred).
**Computer Skills**:
- **Advanced level of computer skills on Microsoft office** (Good Excel, Power Point knowledge is a must)
**Competences**:
- Passion for developing improvements to processes and projects (Think outside the box)
- Total focus on customer service, satisfaction, and contribute to the fulfillment of objectives of TCS function.
- Proactive, focused on results and working under pressure.
- Be open to new challenges in a quicker manner according NIBU necessities.
- Excellent communication (oral and written) and negotiation skills
- Interested in new vehicle technologies (EV, e-POWER)
- Deep understanding of vehicle diagnosis repair processes
- Good analytical skills with the ability to check quality of data material
- Team player, Problem solving and result oriented
- Ability to commu
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