District Service Manager District 6

Position Summary:District Service Managers (DSM) are the direct interface with Mazda dealers responsible for developing a lean culture of continuous improvement in dealer service operations. District Service Managers are responsible for resolving customer concerns, implementing lean techniques to improve shop management, improving FIRTFT, customer satisfaction, service and technical training, and warranty costs at Mazda dealers within their district. The ultimate goal of a District Service Manager is improved service retention through the development of a superior Mazda ownership experience.Knowledge/Skills/Abilities Demonstrated ability to improve customer satisfaction and owner loyalty in an automotive environment. Understanding of lean principles, service shop management, and automotive technical theory and systems. * Ability to influence others and build effective business relationships. • Ability to resolve customer concerns of both a technical and non-technical nature • Ability to identify waste in value streams and implement lean techniques • Ability to support multiple projects at one time is essential • Strong negotiation skills • Excellent written, verbal, and presentation skills • Ability to work in a team and provide significant contribution even though direct responsibilities may not be clearly defined.DSMs are located at a home office within their district. DSMs report to the Service Field Operations Manager. Duties include:• Develop effective relationships with Mazda dealers to advance their service operations business • Analyze dealer, district, and region fixed operations business determining opportunities for improved dealer profitability while creating an environment conducive to a superior ownership experience. • Integrate and support national field and technical operations initiatives, e.g., DPI, FIRTFT, Service Retention, Warranty Cost Reduction etc… • Resolve customer complaints and represent Mazda in lemon law hearings, arbitrations, and other legal matters.Qualifications:Education (Minimum) BS degree in automotive, business or engineering or equivalent experience. Experience: Minimum of 3 to 5 years exp. in some aspect of service operations in a wholesale or retail level. Knowledge and comprehensive understanding or automotive technical theory and systems is required.Training and Certification ASE Certification is strongly preferred.