District Service Quality Manager

Subaru Of America • Spokane, WA

390d • $89,400 - $127,600

About The Position

The District Service Quality Manager serves as Subaru of America's representative in the field, focusing on product quality and service effectiveness. This role involves regular travel to retailers to monitor product quality, assist with complex repairs, and provide training to enhance the technical skills of retailer staff. The manager collaborates with various departments within Subaru to address quality concerns and represents the company in legal matters related to warranty and Lemon Law issues.

Requirements

• Must attend and pass all SOA technical training courses.
• Must complete ASE A1-A8, L-1, L-3, and L-4 certifications and maintain Senior Master Certification level within 12 months.
• Possess a valid driver's license and maintain a satisfactory driving record.
• Professional flexibility to adapt to varying responsibilities and workloads.
• Proficient in Microsoft Outlook, Word, Excel, and PowerPoint.
• Ability to learn new and proprietary SOA systems.
• Proficient in digital photography techniques and image editing for reporting purposes.
• Excellent interpersonal, customer handling, negotiation, and presentation skills.
• Knowledge of the technical operating characteristics of all Subaru vehicles.

Nice To Haves

• Bachelor's degree in automotive/technical field preferred.

Responsibilities

• Lead root cause field investigations to gather facts for engineering to resolve significant technical issues.
• Conduct Quick Response Activities (QRAs) to investigate high priority quality concerns in cooperation with North American Subaru, Inc. (NASI).
• Utilize data analytics to support quality improvement activities and research root cause/repair quality issues.
• Provide expert advice and technical assistance to retailers and SOA to resolve technical vehicle issues.
• Review retailer pre-authorization requests for warranty claims and make case-by-case determinations.
• Educate retailer personnel on investigative skills and diagnostic techniques through on-the-job training.
• Counsel retailers on customer handling and satisfaction to mitigate legal issues.
• Represent SOA during arbitrations and court cases, providing testimony as needed.

Benefits

• Medical, Dental, Vision Plans
• Pension, Profit Sharing, and 401K Match Offerings
• 15 Vacation days
• 9 Company Holidays
• 5 Floating Holidays
• 5 Sick days
• Tuition Reimbursement Program
• Vehicle Discount Programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: Associate degree