Technical Support Supervisor

The Technical Support Engineer is responsible to enhance the dealer performance and service quality through effective management of system resources, warranty processes, and market trend analysis, while ensuring cost-efficient operations and continuous improvement in customer satisfaction and product quality.

Main Responsibilities:

• Supervise, manage and utilize all available system/portals resources following Nissan standards maintaining proper level of dealer technical knowledge and repair quality.

  
  

• Perform warranty audits, assess dealer warranty claims, judge failed replaced / received warranty parts on regular basis, ensuring warranty payment, and exchange local parts with local supplier (Supplier charge back).

  
  

• Manage contractual warranty cost achieving BP, through Supervising warranty claims and facilitate claiming operations at dealer side, ensure claims status according to warranty system rules (pending, returned, and rejected) till approval and payment.

  
  

• Monitor, analyze and report market situations based on received market concern for adapting product quality cross functionally with concerned departments inside Nissan.

  
  

• Manage monthly quality meetings with Nissan HQ updating Stakeholders (Model Engineers & Dealers) with newly tackled market issues and adopted countermeasures.

  
  

• Alert model engineers of market trended issues based on (Category PDI/MIS/ QIB…) for investigation, start quick customer solution, support enhancing SSI, CSI.

  
  

• Analyze trended warranty claims items (Top.25 Cost/ Count) Criteria, coordinate in cross-function pattern with technical department for child part establishment reducing warranty cost.

  
  

• Conduct dealer visits for parts inspection, duplication, assess dealer technical capabilities via KPI audit and communicate field issues with concerned department, overview adopted countermeasures efficiency.

  
  

• Manage, define dealer training sessions, necessity based on audit findings, dealer scorecard reports, to ensure dealer network proper Level of skills.

  
  

• Participate in managing, recall/service with relevant function for deployment and completion ratio enhancement, at dealer level, and notify / receive dealer request that facilitate running activity.

  
  

Qualifications & relevant experience:

• Bachelor degree in engineering (preferably in automotive engineering)

  
  

• 5-7 years in automotive industry with strong experience in technical troubleshooting & product quality.

  
  

• Professional experience with a broad knowledge of automotive designs, new technologies / systems troubleshooting and production processes.

  
  

Technical Knowledge:

• Technical knowledge of failure mechanism and root cause analysis

  
  

• Cross functional communication with supplier/R&D/Plant/Dealer

  
  

Competencies & Skills:

• Strong problem-solving techniques

  
  

• Self-motivated Individual with professional behavior who operates under highest standards of ethical conduct.

  
  

• Strong presentation skills 

  
  

• Proficient in MS Office applications

  
  

• Fluent in Arabic & English Languages

  
  

Giza Egypt