Regional Technical Specialist
Irvine, CA

Job Description

Overview

Position Title: Regional Technical Specialist

Position Summary

The Regional Technical Specialist provides technical information and assists Mazda Dealers with diagnosing and repairing complex technical issues and difficult repairs. Plays a key role in improving dealers' ability to "Fix-It-Right-The-First-Time," improving customer satisfaction, and lemon law prevention. Provide support to Product Quality Engineering team assisting with field investigations for emerging vehicle concerns. Support Consumer Mediation with final repair attempts, vehicle inspections and provide technical representation for BBB hearings/arbitration. Assist Legal Team with vehicle inspections and act as Mazda's technical expert & witness during hearings.

Responsibilities

Dealer / Customer Support

* Develop effective relationships with assigned Mazda dealers (dealer principal, general manager, service manager, parts manager) and with Mazda colleagues (DM, ZM, etc.) to advance dealer service operations resulting in higher customer satisfaction, service retention and profitability.
* Create positive customer experience through personal interaction with customers by inspecting their vehicle and addressing concerns or explaining proper functionality
* Assist dealers with difficult diagnosis and repairs, provide training support and assist the dealer in developing their technical staff.
* Review repair procedures and advise on Service Equipment needs.
* Educate the retailer technicians on proper diagnostic and repair procedures when investigating, to enable the technicians to perform the job on their own in the future.
* Coaching dealers on administering technical training in a timely manner to meet MBEP and stay current on latest technology.
* Work with CEC and dealer on customer complaints/resolutions for assigned dealers.
* Other job specific duties as assigned by management

Product Quality

* Assist Product Quality Engineers with assigned product and safety investigations. Follow up with dealer and assist with repair/reporting to Product Quality.
* The Regional Technical Specialist will travel to retailers on a regular basis to proactively monitor and investigate the product quality and effectiveness of product improvements.

FIRTFT

* Develop / present technical material for monthly "Tech Tips" seminars.
* Review reports, scores, trends, and customer comments to identify gaps and recommend implementation of best practices, sustainment and follow up.
* Administering and presenting Fix It Right recognition

Customer Mediation

* Prevent Lemon-Law buyback actions by educating dealers on lemon law prevention and follow up with any vehicle at risk of repurchase.
* Representation of Mazda at mediation/court cases involving assigned dealers.
* Study repurchase and trade assisted vehicles and provide recommendations to reduce similar case from re-occurrence.

Legal

* Vehicle inspections, technical expert / witness representation.
* Witness representation for non-technical issues such as repair history for assigned dealers.

Qualifications

Education (Minimum)

* Associate's degree (AA/AS) or appropriate experience in automotive technology, or related discipline or equivalent experience. BA/BS degree is preferred with automotive technology or engineering, or technical discipline a plus.

Experience

* 5 + years of automotive hands on diagnostic experience with at least 2 years of Mazda specific experience.

Training/Certification

* ASE Certified / Mazda Master Technician.

Knowledge/Skills/Abilities

* Valid Driver's License for state of residence (required).
* Communicate effectively, both orally and in writing.
* Strong customer service skills.
* Advanced vehicle knowledge & diagnostic troubleshooting abilities on Mazda vehicles.
* Proficient use of Mazda service related systems (MGSS, Siebel, Warranty and Parts) and Mazda diagnostic tools.
* Strong knowledge of dealer service operations.
* Ability to plan, organize, and manage cases for the RTS's assigned area.