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 product quality and the effectiveness of product improvements. Assists retailers with difficult diagnosis and repairs, provides training support, and aids the retailer in developing its 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 acting as the spokesperson/witness when needed on contested Lemon Law/warranty matters; prior litigation experience is a plus.

Michigan and Wisconsin

• Lead root‑cause field investigations to gather 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.
• Lead Quick Response Activities (QRAs) in cooperation with North American Subaru, Inc. (NASI) to investigate high‑priority quality concerns, determine needed actions, coordinate NASI resources with retailers and customers, and lead investigation activities at retailers.
• Utilize data analytics to support quality improvement activities and research root‑cause/repair quality issues; interpret and report data for necessary escalation.
• Provide expert advice, counsel, and technical assistance to retailers and SOA both in person and remotely to resolve wide‑ranging technical vehicle issues.
• Review retailer pre‑authorization requests for warranty claims over ten thousand dollars or straight‑time/extra‑time requests over two hours; maintain responsibility for using judgment and technical knowledge to make case‑by‑case determinations while considering costs to the company and product/service quality.
• Educate retailer personnel to improve investigative skills and diagnostic techniques using on‑the‑job training methods for diagnostic and repair processes and procedures.
• Counsel and guide retailers with customer handling, customer satisfaction, and uniform business practices to avoid or mitigate Lemon Law, legal expenses, and financial losses resulting from consumer actions brought against SOA.
• Represent and provide testimony for SOA during arbitrations and/or court cases brought against SOA.
• Work with outside counsel and internal partners to negotiate and settle aforementioned cases on site.

• Attend technical, professional, and leadership development programs, sessions, and activities for ongoing professional development; attend corporate meetings including National Business Conference (NBC), National Training Conference (NTC), Aftersales Business Conference (ABC), and Regional Organization meetings.
• Monitor and promote retailer usage of Tech Share to ensure field reporting of quality concerns.
• Manage escalated Techline and Customer Advocacy Department (CAD) "2/10" cases within district, evaluate the need for additional technical expertise beyond what the retailer can offer, and redirect non‑technical matters back to the zones or regions for resolution.
• Carry 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 meet business objectives.

• Must attend and pass all SOA technical training courses, complete ASE A1‑A8, L‑1, L‑3, and L‑4 certifications, and maintain Senior Master Certification level. If not already possessing these 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 responsibility and workload with a willingness to expand or develop existing skill sets in an effort to succeed in a changing business climate.
• Proficient with Microsoft Outlook, Word, Excel, and PowerPoint;…