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Bilingual National Manager, Technical Services

Richmond Hill, Ontario
At Mazda, we love sharing the beautiful machines we craft with the world. But even more, we love building relationships with the people who help make it all possible.  We are a team of passionate car fanatics with an incurable love affair with the road. We continually strive to challenge the status quo and make it our mission to put people, quality, and experiences before transactions. Ground-breaking technologies and our latest 7th generation products are just the tip of the iceberg. If you possess an unwavering commitment to delivering service excellence and a strong desire to shatter industry stereotypes, Mazda Canada is looking for you.

Based out of Richmond Hill, Ontario, the National Manager, Technical Services has six main roles;
 
  1. Strategic planning support; Mid-term and short-term annual action planning with budget administration and KPI reporting.
  2. Manage quality improvement activities for the Canadian market.
  3. Dealer Technical Support: Lead the technical hotline team in the provision of first-class technical support for our retailer partners.
  4. Technical Training: Lead the training team in the planning and development of timely and relevant technical training and execution across Canada.
  5. Through management of vendor and partner relationships, ensure availability of and appropriateness of essential tools and shop equipment.
  6. Support other departments (CAC, Warranty, Legal) representing Mazda Canada Inc in product investigations, legal cases, and represent MCI in court or CAMVAP as required.

This position requires liaison across departments, with Mazda Canada Retailers, Mazda headquarters in Japan, vendors and affiliated companies in other markets to develop and execute strategy through planning, analysis and project management skills.

Essential Duties include but are not limited to:

1) Strategic planning support
  • Mid-term/Annual action planning; reflect MCI corporate strategy of Brand Value Management and Customer Loyalty strategy planning. Coordinate departmental action plans and lead sustainable continuous improvement cycles (Plan, Do, Check, Adjust).
  • Develop comprehensive analytical performance reports to monitor performance by National / Region / District & Retailer to support Field/Retailer analysis and improvement planning activities.
  • Through one-on-one coaching and development meetings utilizing Gear Up and Ignite the Passion tools, continuously develop a cohesive and strong team.

2) Product Quality
  • Lead quality improvement activities to elevate Mazda to top three in JD Power PP100 as measured through JD power annual survey.
  • Lead the product quality team in assessing product quality issues as reported through Technical Flash and Technical Hotline reports and take appropriate action to escalate issues to expedient resolution.
  • Manage defect investigation efforts in conjunction with CAC, Legal and other departments.
  • Lead the quality team in planning and organization of Real World evaluation and other surveys as required internally and by Mazda Corporation (MC).

3)  Dealer Technical Support
  • Lead the technical hotline team in the provision of first-class technical support for our dealer partners.
  • Working with the Field Technical Manager's (FTM) to ensure continued improvement in network service and technical operations driving service experience to premium level.
  • Provide learning and development opportunities to Dealer Business Managers (DBMs) and Field Technical Manager (FTMs) as required to align skills with day to day needs.

4) Technical Training
  • Lead the training team in the planning and development of timely and relevant technical training and execution across Canada.
  • Continuously improve the Master Technician program to enhance technician engagement and excellence. 

5)  Essential Tools and Shop Equipment
  • Manage the acquisition and distribution of essential tools and shop equipment through vendors and collaboration with MC and MNAO
  • Work with vendor partner to establish an Essential Tools and Shop Equipment web presence for retailers to order and fulfill tool and equipment purchases.
  • Annually review the essential tools list and revise to stay current.

6)  Support other departments (CAC, Warranty, Legal)
  • Represent Mazda Canada Inc in product investigations, legal cases, and represent MCI in court or CAMVAP as required.


Qualifications (Experience, Knowledge & Skills Required):
 
  • Post-secondary education diploma or certificate in technical or engineering related discipline
  • 10+ years of leadership experience in automotive or related industry
  • Proven communication and leadership skills
  • Class “A” Interprovincial Mechanics License (Red Seal) or equivalent
  • Experience with Franchisee/Distributor relationships preferred
  • Bilingual in French & English (written and spoken)
  • Advanced knowledge of Microsoft Word, Excel and PowerPoint
  • An exceptional leader with a track record of cultivating and leading highly engaged teams
  • Strong commitment to customer excellence
  • Strategic thinker with strong implementation skills
  • Proven planning and analytical skills
  • Strong project and time management skills
  • In depth understanding of retail fixed operations
  • Frequent travel is required

Mazda Canada Inc. is an Equal Opportunity Employer and upon request by the applicant, accommodations will be provided in all parts of the hiring process.

Thank you for your interest in this position!

 

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