Suzuki is seeking a Technical Service Manager in our Marine Division to support dealers in South Florida. This person must live in the area. This position is responsible for improving retail customer satisfaction with Suzuki products. 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. This position works from a home office with approximately 75% overnight travel. Includes salary, full benefits, home office equipment and company vehicle.
Primary Duties and Responsibilities
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 Techline, a Suzuki managed telephone assistance hot-line. Respond to dealer Techline contacts within a maximum two hour time frame to ensure the quickest repair for retail customers. Visit dealers and train them on diagnostic procedures.
Inspect vehicles/units 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 for potential lawsuit cases. Inspect vehicles/units 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 as technical training curriculum development, technical training course instruction, product testing, consumer promotional events, dealer open houses and other industry events.
Plan and conduct service 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 5 years’ experience as a technician at a dealership. Suzuki technical knowledge is preferable
Minimum 3 years’ service management experience at the dealer level
High school diploma. Post-secondary education with an emphasis in Marine Technology and Business Management is advantageous
Ability to travel overnight 75%
A strong technical background
Some PC knowledge is required 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
Major manufacturer’s formal training/certification highly desirable
Should be proficient in the safe operation of all types of watercrafts
Suzuki Motor of America is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
Additional Salary Information: Nine health benefit programs to choose from (medical, dental, vision), 401k plan with company match, home office equipment, work vehicle, 2 weeks vacation, 12 holidays
Internal Number: MRTSM419
About Suzuki Motor of America
Suzuki Motor Corporation founded Suzuki Motor of America Inc. (SMAI), Brea, Calif., in 2013. SMAI markets motorcycles, ATVs, scooters, Outboard Engines and Automotive Parts and Accessories via an extensive dealer network throughout 49 states. SMAI’s parent company, Suzuki Motor Corporation (SMC), based in Hamamatsu, Japan, is a diversified worldwide manufacturer of motorcycles, ATVs, scooters, automobiles and marine engines. Founded in 1909 and incorporated in 1920, it has 147 distributors in 201 countries.
Way of Life
Suzuki Motor of America, Inc. is filled with product enthusiasts working together in a team environment. Our Southern California headquarters is situated in a 20-acre campus-like setting in the heart of Southern California and offers a dynamic and challenging work environment.