Job Title: Sec. manager, Techline (TCS)Reports to: DGM - FE & TechlineDivision/Dept: TCS (Total customer satisfaction)Job Location: Dubai, UAE1. JOB PURPOSEProvide technical support to NSC/Dealers for diagnostic tools, service manual & other related resources Support NSC/Dealers for difficult to fix issues Support NSCs/Dealers for escalated customer concerns resolution2. ORGANISATIONAL CHARTHead- TCSDGM - FE & TechlineSection manager - Techline3. PRINCIPLE ACCOUNTABILITIESEXPECTED END RESULTSMAJOR ACTIVITIESHandle NSC/ Dealer technical queries and on-time reply with 100% accuracy

• Analyse NSC/ Dealer requirement and support in technical request (Key-imo-Radio code, diagnosis tool related support, vehicle production certificate & Other publications support)
• NSC/Dealers Technical request portals management
• Remote support or NSC/Dealer visits.

Call centre escalated cases investigation

• Call centre escalated cases investigation and repair support to NSC/Dealers
• Investigation results reporting.

Special service tools

• Special service/diagnosis tools, service manuals purchase support to NSC/Dealers
• Cost/payment management with NSC/Dealers and Nissan Global Techline.
• Ensure All New models readiness at NSC/Dealers for required special tools.

Vehicle repair support to NSC/Dealers

• Vehicle repair support to NSC/Dealers on difficult to fix request.
• Coordinate with Global / Mfg. Techline for repair support based on the requirement.

Others

• NSC/ Dealers other queries handling

4. MAJOR CHALLENGES

• To keep consistency, quality and speed in resolving NSC/Dealer issues
• Timely preparation for new partner & new model launches

5. KEY INTERACTIONSInternalExternalTCS, After Sales, Sales, NML (Nissan motor ltd.), Call centre, Techline of other countries, SalesNSC/ Dealers, Customer6. DIMENSIONSKPIs:Techline request closure speed Readiness completion for new model/ new NSC by the set timeline Escalated issues investigations & closure speed7. SKILLS AND KNOWLEDGEEDUCATIONAL QUALIFICATIONS

• Diploma / Degree (Automobile/Mechanical)

RELEVANT EXPERIENCE8+ years of

• Hands on experience at OEM or NSC/Dealers of vehicle diagnosis and repair
• Proper understanding for vehicle ESM (Electronic service manual)
• Good understanding of workshop tools requirement
• VOC (voice of customer) understanding and incident duplication experience
• Field investigation report preparation and explanation skill
• Technical knowledge on vehicle aggregates (mechanical and electrical)
• Practical experience on latest vehicle technologies (CAN diagnostics, Hybrid, Electric)
• Analytical and conceptual thinking
• NSC/ Dealer communication and overall issue handling experience
• Experience at NSC/ Dealer technician trainings to follow appropriate repair methods
• Nissan N Step-3 is preferred
• UAE driving license is mandatory.

PERSONAL CHARACTERISTICS & BEHAVIOURSGood communication skill Computer Skills including Excel, Power point, etc Should be ready to Travel depending on the requirement within GCC markets Customer focus and flexibility to support NSC/ Dealers whenever required Close coordination & relation management with NSC/ Dealers and Nissan cross functions.Dubai United Arab Emirates

Nissan