Subaru of America (SOA) needs a Service and Quality representative to proactively monitor and investigate product quality and the effectiveness of product improvements in the field, assist retailers with complex diagnoses and repairs, and support the development of retailer technical staff.
Requirements
- Must complete ASE A1-A8, L-1, L-3, and L-4 certifications and maintain Senior Master Certification level. If do not already have these required certifications, must obtain them within approximately twelve (12) months of starting in the District Service Quality Manager role.
- Proficient with the use of Microsoft Outlook, Word, Excel, and PowerPoint.
- Ability to learn new and proprietary SOA systems.
- Proficient in digital photography techniques and digital image editing for reporting purposes.
- Knowledge of the technical operating characteristics of all Subaru vehicles.
- Able to operate automatic and manual transmission vehicles and lift up to approximately 50 lbs.
- Must have adequate hearing and vision capabilities.
Responsibilities
- Leads root cause field investigations to gather needed facts for engineering to resolve significant field technical issues, prepare quality reports, and keep detailed records that comply with Subaru of America (SOA) and government requirements.
- Leads Quick Response Activities (QRAs) in cooperation with North American Subaru, Inc. (NASI) to investigate high priority quality concerns.
- Utilizes data analytics to support quality improvement activities and to research root cause/repair quality issues.
- Provides expert advice, counsel, and technical assistance to retailer and SOA both in person and remotely to resolve wide-ranging technical vehicle issues.
- Reviews retailer pre-authorization requests for warranty claims over ten thousand dollars, or straight time or extra time requests over two hours.
- Educates retailer personnel to improve their investigative skills and diagnostic techniques using on-the-job training methods on diagnostic and repair processes and procedures.
- Manages escalated Techline and Customer Advocacy Department (CAD) “2/10” cases within district.
Other
- Serves as Subaru of America’s (SOA’s) Service and Quality representative in the SOA Field.
- Travels to retailers on a regular basis to proactively monitor and investigate the product quality and effectiveness of product improvements.
- Assists retailers with difficult diagnosis and repairs, provides training support, and assists the retailer in developing the retailer's technical staff.
- Works in partnership with Zone, District, and SOA personnel including Field Quality Assurance, Techline, and the Customer Advocacy Department (CAD).
- Must be comfortable with acting as the spokesperson/witness when needed on contested Lemon Law/warranty matters; prior litigation experience is a plus.
