Senior Representative, Warranty Experience and Customer Satisfaction

Responsibilities

• Serve as a customer experience advocate at assigned dealerships to improve the warranty repair journey
• Monitor key performance areas including Days Out of Service, parts ordering, and warranty repair documentation
• Partner with dealership staff and Nissan field personnel to coach and implement process improvements
• Engage directly with customers to resolve concerns and ensure high levels of satisfaction
• Conduct post-mortem reviews of escalated cases to identify root causes and prevent recurrence
• Collect and report data to support KPI tracking and continuous improvement initiatives
• Ensure dealership compliance with warranty obligations as related to the Dealer Sales & Service Agreement (DSSA)

Requirements

• Strong interpersonal and communication skills with a passion for customer service
• Proven ability to analyze complex issues, recommend solutions, and influence process improvements
• 8+ years of experience in automotive service, warranty, or customer-facing roles preferred
• Bachelor's degree preferred
• Ability and willingness to travel up to 100% to dealerships within the Southern California region

Preferred Qualifications

• Proficiency in Microsoft Office suite
• Familiarity with dealership management systems

Benefits

• Comprehensive benefits package including medical and mental health coverage
• Parental leave and retirement savings plans
• Unique Nissan perks including vehicle lease discounts and a Vehicle Purchase Program (VPP)
• Opportunities for career growth, leadership training, and tuition reimbursement

About the Company

Nissan is an innovation company dedicated to enriching the lives of employees and customers through performance, value, and safety. With over 150 million vehicles produced globally, we strive to shape the future of mobility through diverse perspectives and cutting-edge technology.