Regional Service Quality Manager (Eastern Region)

Subaru•Camden, NJ

3d•$114,800 - $123,000

About The Position

SUMMARY Leads and manages activities and projects of regionally distributed District Service Quality Managers (DSQMs). Communicates reported customer quality concerns across all internal and external entities that can impact short- and long-term customer satisfaction and intent to repurchase. Manages primary activities related to identifying and prioritizing after-sales product quality / service issues including reporting, resolution negotiation, and follow-through (to final countermeasure), for the life of the product. This role supports the Eastern Region including the Columbus, Chicago, and Philadelphia Zones .

Requirements

Bachelor's Degree required
At least 8-10 years required
Must attend and pass all Subaru of America (SOA) technical training courses.
Must complete Automotive Service Excellence (ASE) A1-A8, L1, L3, and L4 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 Regional Service Quality Manager role.
Strong teambuilding, motivation, leadership, business, and management skills.
Strong written and verbal communication skills.
Ability to multi-task while working in a fast-paced, team-based environment.
Excellent listening, problem resolution, analytical, negotiation, presentation, and computer skills (Microsoft Office, particularly Outlook, Excel, and PowerPoint).
Ability to learn new and proprietary SOA systems.
Proficient in digital photography techniques and digital image editing for reporting purposes.
Strong knowledge of all Service department functional areas as well as other departments involved with product matters that affect short- and long-term quality and customer satisfaction issues.
Strong technical Subaru product knowledge and knowledge of retailer operations.
Ability to work effectively and communicate within the Japanese culture and business environment.
Automotive Service Excellence (ASE) Master Automobile Technician (A1 - A8) certification, 1 Year Required
ASE Advanced Engine Performance Specialist (L1) certification, 1 Year Required
ASE Light Duty Hybrid/Electric Vehicle Specialist (L3) certification, 1 Year Required
ASE Advanced Driver Assistance Systems (ADAS) Specialist (L4) certification, 1 Year Required
Subaru Senior Master certification, 1 Year Required
Required Travel: 70% Domestic travel required
Physical Demands: Able to operate automatic and manual transmission vehicles and lift up to approximately 50 lbs. Must have adequate hearing and vision capabilities.
Internal Work Environment: Must be approved as an "Authorized Driver" by Risk Mgmt. to operate vehicle prior to vehicle operation.

Responsibilities

Remotely manages the daily activities and projects of District Service Quality Managers (DSQMs) who are located throughout the U.S. (Each Regional Service Quality Manager directly manages DSQMs aligning with regional boundaries and will have up to seventeen [17] DSQM direct reports.) This includes providing regular performance feedback, coaching, and corrective action planning as needed.
Communicates with all levels of manufacturing and engineering groups (including North American Subaru, Inc. [NASI]) who are responsible for service-related and product quality matters, as well as with retailers and suppliers (and customers where necessary) regarding service and quality issues. Must be able to determine who to contact for which issue and how to progress issue resolution within the groups.
Understands the scope of data necessary to effectively communicate potential quality issues to responsible parties who can affect current production and future product targets.
Manages and prioritizes multiple projects. This includes process and procedure operational improvements within the District Service Quality group within the Field Service Quality (FSQ) department.
Provides career planning and development opportunities for District Service Quality Manager group.
Travels with DSQMs to their retailers on a regular basis for coaching and developmental purposes and ensures that significant retailer development issues such as staffing, technical training, repair processes, etc. are fully escalated and communicated to the Zone and Regional management for resolution.
Manages staff who identify new product issues which can limit warranty exposure and ensure a positive customer experience.
Reviews staff’s retailer contact reports and provides coaching based on those reviews.
Reviews all available Field data and trending reports to prioritize quality projects and make recommendations for improvements
Manages special team/task force activities and Quick Response Activities (QRAs). This includes initiatives that cover a large geographic area and that could benefit from a regional perspective, ad hoc (immediate response) QRAs, and determining and managing resources to best respond to the open QRAs.
Attends technical, professional, and leadership development programs, sessions, and activities for ongoing professional development.
Provides frequent updates to various groups internally at headquarters and in the Field about the current status and projected completion targets for open product quality issues.
Manages escalated Techline and Customer Advocacy Department (CAD) “2/10” cases. Evaluates the need for additional technical expertise over and above what the retailer can offer. Redirects non-technical matters back to the Zones or Regions to be addressed.
Manages DSQM administration of retailer technical training monitoring related to poor retailer repair quality and repair compliance.
Manages legal case activity which may arise in their District. This might include depositions, small claims representation, or any support deemed necessary to bring a case to close.