[Hiring] Senior Planner, Dealer Field Representative @Nissan Motor Corporation

Role Description

We are currently looking for a Senior Planner, Dealer Field Representative (Aftersales), to join our team in California. This is a Field Dealer Contact position; you must reside in the state of California and be able to travel up to 75% of the time.

• Responsible for operating the daily command actions — preparing the at-risk list, running triage, tracking service-level alerts, and driving cases through to relief with the field, dealers, and internal partners.
• Serves as a senior point of contact for escalated vehicle and customer issues.
• Maintains the recovery playbooks, policies, programs, hand-off records, and shared dashboard content that keep the command center accurate and actionable.
• Identifies patterns that should become prevention actions.

A Day in the Life:

• Daily Command Center Operations:
  • Prepares and publishes the daily at-risk list and the materials that drive the command center meeting.
  • Runs triage on new and escalating cases, applying agreed prioritization and response standards.
  • Tracks service-level alerts, open actions, and owner commitments through to closure.
  • Escalates cases that are at risk of missing time-to-relief targets.
• Field Hand-Off & Case Follow-Through:
  • Executes the hand-off protocol into the field organization and confirms records are complete and accurate.
  • Coordinates with the WX field support team, internal cross-functional teams, field, and, when appropriate, dealers’ teams to move issues toward resolution.
  • Applies recovery playbooks consistently and recommends updates when they no longer fit the issue.
  • Supports customer postmortems and dealer retrospectives with accurate case history and brings forward learnings and recommendations that can be applied to cases in California and rest of the nation.
• Reporting, Insight & Prevention:
  • Maintains the shared dashboard content and reports on time-to-relief, at-risk volume and trend, detection lead time, and hand-off completion.
  • Identifies recurring issue patterns and raises them for root-cause and prevention action.
  • Documents operating procedures and contributes to continuous improvement of the daily operations.
• Cross-Functional Collaboration:
  • Partners with Quality/TCS, Techline, Aftersales Supply Chain Management, Customer Care, Field, and dealer teams on active issues.
  • Works with the Integration & Analytics team to improve the data, scoring, and dashboards the command center depends on.
  • Supports the Senior Manager with performance reporting, risk identification, and improvement recommendations.

Qualifications

• Bachelor's degree required.
• 8 years of relevant experience in customer care, quality, field, or dealer operations.
• Strong background in customer care operations, case management, incident response, or field or dealer support.

Requirements

• Automotive or connected services experience preferred.
• Experience running a daily operating rhythm and driving cross-functional follow-through.
• Comfort working with dashboards, prioritized lists, and service-level measures.
• Sound judgment under time pressure and strong attention to record accuracy.
• Clear written and verbal communication with field, dealer, and internal partners.
• Working knowledge of Salesforce and/or case management tools.
• Familiarity with dashboards and reporting tools (e.g., Streamlit, Snowflake).
• Proficient use of Co-Pilot, PowerPoint, Excel, and other Microsoft Office applications.
• Travel: approximately 75% day and overnight travel.

Benefits

• Career Growth and Continuous Learning Opportunities: Benefit from diverse career paths, cross-departmental moves, and innovative learning platforms.
• Enhance your skills through seminars, leadership training, and tuition reimbursement programs.
• Comprehensive Benefits Package, including medical, mental health, parental leave, retirement savings & unique Nissan perks.
• Discounts on lease vehicles as part of our Employee Lease Program and a Vehicle Purchase Program (VPP).