Product Support Dealer Technical Specialist (DTS)

Overview of Company:

We are the Sales & Marketing Headquarters for Nissan in the UK. It is our aim to ensure that the Nissan brand and product portfolio are successfully communicated in order for us to maintain our strong presence in the UK marketplace. To do this, we ensure that we achieve excellence throughout our sales operations & distribution in the UK, and deliver on our customer promises. Our key functions are Aftersales, Marketing, Marketing, Network Development & Customer Quality and Sales; finally, our support functions are integral in enabling everyone to deliver their overall strategies.

Overview of Aftersales:

The team ensures that we achieve excellence throughout our Aftersales operations in the UK and deliver on our customer promises. Our team of experts continually monitor activity and manage the performance of our Dealer and Authorised Repairer network to ensure that we are maximising our performance. We have over 190 Dealers and Authorised Repairers across the UK and work hand in hand with them to deliver success. Aftersales is a key to both our company and Dealer networks profitability and our collaborative success sustains the Nissan marketplace of the future.

Overall Purpose of Role:

In this field based, you will provide Technical product support for the UK dealer network, classified as Dealer Technical specialist (DTS) managing a Northern region of the UK dealer network.

You will working within the dealer network to deliver, onsite technical support for cases that are difficult to resolve as directed by the central team and be responsible for the delivery of the strategic plan to develop the technical capabilities of the Dealers within the region.

Working with the dealers to ensure that the workshops have sufficient capability and training to deliver outstanding customer service, working with the Nissan Motor GB Management Team to measure and manage the ongoing delivery of this plan.

Additionally working with the Dealer and the Customer Service Team, the post holder will manage response to escalated customer queries to deliver timely responses to customer concerns within KPI requirements.

Main Tasks and Responsibilities Include;

• Support the APM Team to ensure that Main Dealers & Authorised Repairers in the appointed region, are trained, staffed and equipped to deliver outstanding customer satisfaction and monitor this ongoing. Act as a field support for technical issues that cannot be resolved by Technical Support L1 Analyse dealer statistics to define priority targets for coaching and assessment visits particularly focusing on:
• Repair and diagnostic methods proficiency
• Dealer equipment
• Troubleshooting skills
• Supply coaching and Technical guidance for technicians during technical visits to prevent reoccurrence. Work with the NMGB Team and dealers in the region to develop the technical capabilities of the workshops to deliver outstanding customer service Work with the dealer to provide quick solutions & resolutions to customer care cases. Act day to day as the single point of contact for the region technical / vehicle product maters Participate in the development and delivery of the Technician Engagement programmes to support staff retention within the network Support the training function for Aftersales working with the Training Team to improve content and  delivery Monitoring dealer performance against agreed KPI’s Ensure that all DTS visits are completed in a timely and effective way Provide clear reporting on all dealer network activities within the area to the NMGB Management Team both regularly and ad hoc as directed Enrich communication with the dealer network relating to technical / vehicle product matters. Ensuring that all bulletins or other communications are understood and actioned within the Region. Attend regular review meetings with dealer groups & NMGB Aftersales Team to report on performance and progress of agreed actions Proactively seek ways to improve performance within the area and nationally where possible

Skills and Experience:

• Demonstrable experience in a similar role with high level Vehicle Technical and Diagnostic skills
• Strong OEM Technical / Product Support experience
• Training experience (an advantage)
• Product Support Engineer
• IT literate with strong Excel and PowerPoint skills.
• Influencing skills
• Dealer Engagement
• Coaching Skills

Full drivers license required as this position requires timely travel to areas not always accessible by public transport.

Overview of the support we give you:

We firmly believe that investment in our employees is integral to their growth and success. As a member of our team, you will have access to many of our benefits - because we want you to feel cared for, supported, and engaged at Nissan. Alongside comprehensive career development and learning opportunities, you will also have access to a wide range of employee benefits. This includes an attractive car ownership scheme, flexible working practices, comprehensive health & wellbeing offerings, team building days and even free fruit in the office. And if that doesn’t whet your appetite, we’re also really proud of our flexible benefits scheme, every employee has the opportunity to flex their benefits to suit their lifestyle; from increasing your Private Medical Insurance cover to embracing our cycle-to-work scheme, we’ve got you covered.

                                                                                                                      

Maple Cross Hertfordshire United Kingdom