Mgr, District Tech Srvc

District Technical Services Manager

Position Summary

This position is responsible for improving retail customer satisfaction with Suzuki products. Traveling overnight about 70%, you will meet with Suzuki dealers and provide training to ensure the dealers can provide prompt, professional and courteous service to Suzuki owners. Additionally, you will provide technical assistance to dealers for difficult technical questions and protect the company’s interests by controlling expenses and making proper and fair decisions for warranty and goodwill repairs.

 Principal Tasks

• Visit Suzuki dealerships to ensure the dealer provides proper service and repairs to retail Suzuki owners. Develop a strong relationship and rapport with dealer personnel, especially the dealership owner. Analyze the dealer’s service capabilities technically and operationally using specially designed Service Surveys. Develop an action plan to implement needed improvements.
• Provide technical assistance to dealers who experience diagnostic difficulties. This assistance is accomplished two ways - in person during dealer visits and through telephone assistance. Visit dealers and train them on diagnostic procedures.
• Inspect Suzuki Marine products that are involved in alleged defect related accidents. Provide thorough, detailed reports and photos of the inspection to allow Suzuki management to make appropriate decisions. Inspect Suzuki Marine [products that experience irregular operational characteristics or symptoms. Provide thorough, detailed reports of the inspection to help the factory analyze the problem.
• Write reports to document field activity.
• Make authorization decisions for both warranty and non-warranty goodwill repairs. Determine the value and effect these authorizations will have on the company, the dealer, and the customer in regard to potential future sales.
• Provide technical service expertise and perspective for product improvement, dealer training and retail customer education by participating in other company activities and events such product testing, consumer promotional events, dealer open houses and other industry events.
• Plan and conduct new model training seminars within assigned territory. Recruit dealers for attendance. Provide technical, management, and policy and procedure training based upon the needs of the dealers in the territory
• Communicate with the home office on technical matters, customer relations contacts and other items of concern in assigned territory. This communication is accomplished both verbally and in written and e-mail form. Regular contact is needed to help management make critical time sensitive decisions.

Minimum Qualifications

• Minimum 5 years’ experience as a technician at a dealership
• Minimum 3 years’ service management experience at the dealer level
• High school diploma
• A strong technical background
• PC knowledge with experience in database, spreadsheet and word-processing software
• Excellent communication and organizational skills
• Able to work and function well without direct/daily supervision while simultaneously contributing to the Suzuki team in a virtual environment
• Reside in the district or be able to relocate

Preferred Qualifications

• Major manufacturer’s formal training/certification
• Suzuki technical product knowledge
• Post-secondary education with an emphasis in Marine Technology and Business Management is advantageous.
• Proficiency in the safe operation of all types of watercrafts

Physical Requirements:

Must be able to travel extensively by automobile and air; navigate dealership, marina, dock, boat, and service-shop environments; board and safely operate watercraft; and perform product inspections. Duties may require prolonged sitting and driving, standing and walking, bending, stooping, kneeling, climbing, and lifting/carrying up to 50 pounds.