District Service Quality Manager (CAL-D1-Los Angeles Area)

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: Greater Los Angeles Area.

MAJOR 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.

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.

ADDITIONAL RESPONSIBILITIES


* 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 Conferenc...