Regional Service Development Manager

With a focus on Mobility, Operational Excellence, Value to our Customers and the Electrification of vehicles, you can expect to be part of something exciting. From the sleek design of our vehicles to the unique opportunities we offer around the globe, Nissan exemplifies ingenuity in everything we do. Our people are what drive the business forward.

We’re currently looking for a Regional Service Development Manager to join our team in Irvine.

Job Summary
Monitors and guides aftersales programs and initiatives and supports Fixed Operations Managers (FOM) to meet and exceed parts and accessories sales objectives within dealerships for an assigned region.  Ensures consistent implementation of major customer-focused processes, promotional roll-outs and other initiatives.  Provides training and follow-up to assist FOM with challenging performance issues.  Tracks sales against objectives and formulates action plans to address gaps. Assists with strategies to expand and exceed aftersales with assigned region providing feedback and input on new or existing initiatives and programs.  

Job Functions
The following job function statements describe the general nature and level of work being performed.  They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.  The job function statements reflect expectations of the fully trained, proficient incumbent who meets all performance criteria.

1.    Identifies Dealership aftersales potential, supports Regional Aftersales Manager (RAM) and FOMs on prioritizations, Implementation, follow up, escalation. Focus on Technician capacity, Parts and Labor Revenue per active customer, customer retention strategies.
2.    Ensures Aftersales Field team has comprehension of national and regionalized initiatives and promotes programs’ goals and objectives within dealerships. Adapts programs to region. Clarifies and communicates eligibility guidelines and other administrative rules and operational guidelines. Analyzes performance of programs and provides needed recommendations for improvement. Monitors progressive dealership adoption of key initiatives including but not limited to:
3.    Assists with plan execution, implementation, and effective utilization of new service operations technology by dealers including online reservation initiatives and digital media centers to ensure dealerships are capturing greater service volume, improving customer convenience, and effectively presenting the Nissan brand and products. Addresses issues within region hindering its adoption and growth. Measures value and sales impact of programs for region and provides feedback on suggested improvements. 
4.    Analyzes dealerships in terms of expertise and practices relating to inventory management. Monitors regional daily stock order utilization and retail parts management inventory improvement program participation.  
5.    Assists in the formulation of sales objectives and communications to the FOMs and Area General Managers (AGMs) based upon regional knowledge of market. Tracks sales base parts and accessory sales in dealerships. Analyzes and reports sales information to national management, regional management, and regional staff. Provides sales analysis to regional management regarding evaluation of sales programs, market conditions, and the sales activities of competitors.  Assesses impact of programs and promotions on sales and suggests improvements to better drive sales.
6.    Monitors the customer experience within dealership including customer satisfaction survey scores, as well as dealership pricing to ensure competitive and fair practices.  As deemed necessary or as requested, advises FOM and dealerships on improvement plans that will increase customer satisfaction and retention.   Monitors service advisor sales performance.
7.    Coordinates with Customer Experience team on identified patterns of Consumer Affairs issues in region’s dealerships service operations.  Reviews file volume trends and customer survey data to aid field personnel in identifying dealer process issues.  Alerts FOM to issues that need to be addressed in dealerships that may be limiting or reducing base and accessory sales.  Incorporates solutions for recurring issues into training and new standard processes.

8.    Develops and manages assigned regional analyst and/or contract staff.  Interviews and assesses employees.  Builds required skills and competencies of staff for current and potential rotational assignments through challenging work assignment and formal training opportunities.  Review and evaluate work and coach employees to improve performance.  Document progress and communicate in honest, fair and effective manner.

Minimum Qualifications and Demonstrated Knowledge, Skills & Abilities

1.    A total of 6 years of progressive Marketing and Sales experience including:
At least one successful rotation in a field support position, such as DOM, FOM or FSM role and at least one rotation within Aftersales area.  Experience as FOM is required. One additional prior assignment in a related area is required such as mentioned below:
Prior work may be a combination within a dealership, region, headquarters, or manufacturing facility and may be at the Specialist, Analyst or Regional Manager level or similar type of position.  
Previous experience supervising others and previous experience in a sales capacity is desirable.
2.    In-depth understanding of the Aftersales programs and practices of Nissan and their effective implementation within the dealerships.
3.    Ability to train and motivate others to follow desired procedures and practices.
4.    Working knowledge of word processor, spreadsheet, other PC applications, or mainframe applications to produce non-standard, creative products. Additional knowledge of sales related systems.
5.    Ability to prioritize own schedules and organize workload effectively with minimal daily supervision.
6.    Ability to function effectively and remain  productive in a virtual office environment
7.    Ability to focus on the best interests of the dealership and Nissan.  Can remain objective in the course of building relationships.
8.    Dedication to meeting the expectations and requirements of internal and external customers.
9.    Attentive to others opinions and perspectives.
10.    Ability to influence the actions of others by building credibility through dealership knowledge, effective recommendations, clear communications, honesty, and demonstrated follow-up on promises.
11.    Result driven even in the face of resistance or setbacks.
12.    Ability to present ideas and analysis in an effective manner.
13.    Ability to understand the complexities of situations and solicit assistance from others as needed.
 

Welcome to an open lane of possibility. Drive your career forward and join the company leading the technology and business evolution of the automotive industry by applying today.

Nissan is committed to a drug-free workplace.  All employment is contingent upon successful completion of a drug screen for roles based in the United States and background screening for all positions.    

All of us at Nissan – regardless of functional area or expertise – share a passion to design, manufacture, and sell high-performance vehicles. It is Nissan’s policy to provide Equal Employment Opportunity (EEO) to all persons regardless of race, gender, military status, disability, or any other status protected by law. Candidates for this position must be legally authorized to work in the United States and will be required to provide proof of employment eligibility at the time of hire; Nissan uses E-Verify to validate employment eligibility. **Visa sponsorship for this position is not available at this time.**

Nissan is committed to a drug-free workplace. All employment is contingent upon the successful completion of drug and background screenings in accordance with Nissan policies and in compliance with federal, state, and local laws, including the California Fair Chance Act and the Los Angeles County Fair Chance Ordinance. Nissan will consider qualified candidates with arrest or conviction records for employment in a manner consistent with these laws.

It is Nissan’s policy to provide Equal Employment Opportunity (EEO) to all persons regardless of race, gender, military status, disability, or any other status protected by law. Candidates for this position must be legally authorized to work in the United States and will be required to provide proof of employment eligibility at the time of hire; Nissan uses E-Verify to validate employment eligibility.

NISSAN FOR EVERYONE

People are our most valuable assets, and diversity and inclusion are the key to maximizing the power of each individual member of our team.  When everyone belongs, the power of NISSAN is undeniable.  Our Corporate Diversity Initiative aims to improve business results by ensuring that our workplace and core businesses meet the unique needs of our employees and customer base.

Nissan is committed to creating a culture where everyone belongs and employees, customers, and partners feel respected, valued, and heard.  We have over 10 Business Synergy Teams (BSTs) across the U.S. and Canada that connect employees – with shared characteristics or interests – build allies, and foster a company culture where all employees feel supported and included.

Nissan also values inclusion in all areas of our business as we strive to mirror the diversity of our customer base and the communities where we do business. We are committed to procuring innovative goods and services, retailing our products and communicating from a diverse perspective which will help us continue to offer our customers competitively designed, market-driven products.

Join us as we carry our commitment to diversity and inclusion into the future.

Salary Range:

Salary Range Estimate: Annual Salary: (Minimum to Maximum of  Salary Range noted here). This compensation range represents the minimum and maximum base salary rates at Nissan for jobs assigned to this particular grade level. Please note that it is uncommon for an employee to be placed at either end of the range.  Rather, an employee’s actual base salary generally may fall somewhere in between and reflect the employee’s unique skills, work experience, education, work location, and market norms.  Additionally, pay may be based on comparisons to the base salary rates of other employees with similar backgrounds working in comparable roles.