Job Summary:This is a leadership position that requires raising and maintaining high standards for all work that the team produces. The ideal candidate will know how to utilize the full capacity and potential of the team members to meet these expectations. The Director of Nissan Service Information is expected to earn and maintain the respect of all stakeholders. Collaboration with other members of the organization is required to establish a single unified voice to the customer. The leader of this group has a positive spirit in the face of chaos, uncertainty, and conflicting priorities. Proven success of this position is contingent upon continual improvements made to quality, delivery, cost/efficiency, and culture metrics. The Director of Nissan Service Information is also responsible for continually looking for opportunities to expand the company's business and offerings to Nissan Motor Co., LTD.
Duties/Responsibilities: - The primary responsibility is to provide Nissan Motor Co., LTD with service information ensuring high quality (as defined by the customer), on-time (as defined by the customer), and at optimum cost.
- Be a role model for all company values - Customer Focus, Passion for Growth, Ownership Attitude, Innovation, Keeping Commitments, Teamwork, Our Environment, and Global Diversity.
- Lead the team to higher levels of excellence (Quality, Timeliness, Efficiency & Culture) on a consistent basis.
- Create a bright path for the team to follow.
- Be tenaciously persistent in driving all open issues, with internal & external customers, to a successful resolution.
- Communicate opportunities for process change and improvement to the Service Information Team.
- Lead, coach, develop and mentor direct reports and other members of the team as appropriate.
- Confidently and accurately present issues and plans for improvements to all stakeholders. The plans for improvement may take the form of how we will recover from any missed goals or targets. Seek to understand issues before trying to be understood. This is particularly relevant when seeking to implement change.
- Must possess the ability to discern key communication moments; know when, how and with whom to communicate.
- Collaboratively work with the Business Development and Program Management Teams to meet and exceed all customer expectations. Proactively address and resolve issues that impact quality, delivery, scope, budget, and scheduling.
- Seek to understand other's needs, desires, obstacles, and challenges. Rush to curiosity instead of judgment. Continually work to adjust work methods and processes to help others be successful. This includes both internal & external customers, co-workers, direct reports, and superiors.
- Establish strategy and tactics, in collaboration with other stakeholders, for the Nissan Service Information Team to meet the Operations Group vision. Create an organization so successful that the Business Development Team easily wins additional business. The Operations group becomes Business Development's best sales tool.
- Be forward looking to foresee threats, challenges, and opportunities the team will be facing. Using their acquired knowledge create action plans and enlist others to meet the threats, challenges & opportunities.
- Create a positive and rewarding culture within the Nissan Operations Team. The culture should bring out the highest and best abilities in all team members. Celebrate failures as well as successes. Create a culture that people want to be part of.
- This Director must have a bias for action along with the ability to "roll up your sleeves" to achieve the desired results.
- Financial acumen and the ability to understand budgets, costs, business cases are critical. The ability to discern issues and problems using financial data is a key component of success in this role.
Basic Qualifications: - Bachelor's degree or equivalent work experience in automotive industry related field concentrating in aftersales support and technical documentation.
- Minimum 10 years of automotive industry experience in aftersales support and technical documentation.
- Minimum 15 years supervisory experience.
- Experience with structured authoring systems and content development.
- Self-starter with a curiosity to learn more about design, technology, and information delivery.
- This position manages a globally diverse team of customers and colleagues. An understanding of, and sensitivity to, how international cultures work is critical.
- Familiarity with Quality standards, methods, tools, and principles. This includes, but is not limited to, failure modes effects analysis (FMEA), Control Plans, Work Instructions and Problem Solving.
Desired Skills and Abilities: - Automotive dealer experience helpful but not essential.
- Demonstrated continuous improvement expertise - knows how to produce continuous improvement along with the tools to implement process improvement.
- Superb oral & written presentation skills.
- Ability to manage multiple and conflicting priorities.
- Develop and monitor key performance metrics.
- Problem solving ability - deep understanding of problem-solving methodologies.
- Attend, host, participate and present in meetings based on reports, performance of team members, product deadlines, deliverable delays, and any reports used to measure team efforts, issues, and development of content.
Physical Requirements - Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift 15 pounds at times.
