14 feb
Nissan
Ciudad de México
**Name of position**: Warranty, Field Quality Assurance, Field Engineer and Technical Support Jr. Manager
**Department**: TCS NIBU
**Reports to**: TCS NIBU Deputy Director
**Direct Reports**: 5 Direct Reports
**Location**: Mexico City HQ
**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
5+ 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**: Fluent English (written and spoken)
Ability to engage in a conversation, create reports and presentations to report to management.
**Travel**:
20% 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**:
Total focus on customer service, satisfaction, and contribute to the fulfillment of objectives of TCS function.
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
Passion to continuou
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