District Service Quality Manager; MSP- D3-Wisconsin

SUMMARY

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.

Market Coverage: Michigan and Wisconsin

• 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. This includes determining what needs to get done using which resources, coordinating NASI team members and resources with retailers and customers for vehicle investigations, and leading investigation activities at retailers.
• Utilizes data analytics to support quality improvement activities and to research root cause/repair quality issues. Interprets and reports data for necessary escalation.
• 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. Maintains responsibility for using judgment and technical knowledge to make case-by-case determinations while considering costs to the company and product/service quality.
• Educates retailer personnel to improve their investigative skills and diagnostic techniques using on-the-job training methods on diagnostic and repair processes and procedures.
• Counsels with and guides retailers with customer handling, customer satisfaction, and uniform business practices to avoid or mitigate Lemon Law, legal expenses, and financial losses as a result of consumer actions brought against SOA.
• Represents and provides testimony for SOA during arbitrations and/or court cases brought against SOA.
• Works with outside counsel and internal partners to negotiate in and settle aforementioned cases on site.

• Attends technical, professional, and leadership development programs, sessions, and activities for ongoing professional development, and attends corporate meetings including, but not limited to, National Business Conference (NBC), National Training Conference (NTC), Aftersales Business Conference (ABC), and Regional Organization meetings.
• Monitors and promotes retailer usage of Tech Share to ensure field reporting of quality concerns.
• Manages escalated Techline and Customer Advocacy Department (CAD) “2/10” cases within district. 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.
• Carries out major inspection and repair activities at ports of entry, auction sites, or fleet locations to mitigate large financial losses to the company, promote a positive corporate image, and to meet business objectives.

• 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. 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.
• Must possess a valid driver's license and maintain a driving record that satisfies the requirements of the SOA Driving Record Evaluation Criteria Policy.
• Professional flexibility to adapt to varying degrees of…