District Technical Service Manager

Job Description

Location : Indianapolis, IN or Cincinnati, OH.

Job Schedule : Full-time.

Education Requirement : Bachelor's degree or an equivalent combination of education, work experience and training that fulfills the minimum requirements for successful job performance.

Sponsorship : No.

Shape the Future of Mobility at Nissan : Launch Your Career, Drive Innovation.

We are currently looking for a District Technical Service Manager to join our team in Indiana, Ohio and Kentucky regions.

The DTSM assists in resolving vehicle repairs that dealer technicians are unable to diagnose and repair. Instructs dealer technicians in proper diagnostic and repair procedures. Performs incident investigations and prepares related reports. Conducts evaluations of customer buyback vehicles. Acts as primary interface with national consumer affairs and the technical hotline in relation to customer requests, Better Business Bureau (BBB) arbitration, and Lemon Law cases. Analyzes dealership's service department operations and provides constructive feedback to dealership management and NNA regional staff. Identifies areas of improvement, develops recommended action plans, and reviews with Dealer Principal / Executive manager including P&S Management to improve service customer satisfaction and retention. Works with FOM counterpart(s) to synergize operations.

A Day in the Life

• Conducts routine dealership visits to assess service operations and meet with service staff, management, and Dealer Principals.
• Collaborates with FOM and DTSM to evaluate customer service quality and practices in P&S operations.
• Participates in CSI reviews, addresses issues, and develops action plans to improve customer satisfaction.
• Identifies, implements, and shares best practices across dealerships.
• Monitors staff performance using real-time tools and CSI scores; addresses sources of customer complaints.
• Supports complex vehicle diagnostics and trains technicians on proper procedures.
• Communicates with engineering and technical teams to resolve recurring or complex technical issues.
• Investigates incidents by examining vehicles, reviewing documentation, and preparing detailed reports.
• Makes informed decisions aligned with company strategy and customer needs.
• Manages customer buyback evaluations, final repairs, documentation, and vehicle disposition.
• Serves as expert witness in Lemon Law, product liability, and warranty litigation; collaborates with Consumer Affairs to resolve disputes.
• Evaluates dealership training needs, tool inventory, and systems; recommends improvements.
• Promotes service department certification and recognizes achievements.
• Reviews and approves / denies warranty and goodwill claims using systems data and technical expertise.
• Acts as technical SME during warranty reviews.
• Performs additional related duties as needed.

Who We're Looking for

Required

What You'll Look Forward to at Nissan

Career Growth and Continuous Learning Opportunities : Benefit from diverse career paths, cross-departmental moves and innovative learning platforms. Enhance your skills through seminars, leadership training and tuition reimbursement programs, all while playing a vital role in shaping the future of transportation. From day one, you'll have the support to tackle challenges and contribute to impactful solutions across our organization.

Rewards : Be supported with a Comprehensive Benefits Package, including medical, mental health, parental leave, retirement savings & unique Nissan perks, including discounts on lease vehicles as part of our Employee Lease Program and a Vehicle Purchase Program (VPP). For more information, access our Nissan Benefits Overview Guide.

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.

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