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SUMMARY

Subaru of New England (SNE), the exclusive distributor of Subaru cars and parts to Subaru retailers in the six New England states is seeking a District Service Quality Manger to join the Fixed Operations Team.

The District Service Quality Manager(DSQM) travels to Subaru retailers within their assigned New England district to assist technicians with difficult diagnostics and repairs. The DSQM also consults with the retailer’s individual service managers to assist in targeting a training plan for each individual technician. This position interfaces with Subaru of America’s (SOA) top-quality experts to investigate product quality as well as the effectiveness of product improvements. When not traveling, the DSQM provides technical support via phone and email to Subaru retailers and technicians and reviews field reports to identify trends.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Assist Subaru retailers by providing expert advice and technical assistance with difficult vehicle diagnostics and repairs both in person and remotely to resolve a wide-range of technical vehicle issues.
• Educate retailer’s personnel while providing technical assistance.
• Create a training path for the development of each technician at each store.
• Advise retailers on attaining their Subaru Technical Training Requirements.
• Counsel retailers on their Dispatch Score , which measures whether a technician was properly trained to complete a repair on a warranty claim.
• Monitor Fixed Right the First-Time scores and other metrics with service management and technicians to identify areas of concern.
• Monitors and promotes retailer usage of the TechShare platform to ensure field reporting of quality concerns.
• Manage cases escalated to Techline and Customer Advocacy Department (CAD) within district. Evaluates the need for additional technical expertise over and above what the retailer can offer.
• Leads root cause field investigations to gather needed facts for engineering to resolve significant field technical issues.
• Assist District Parts & Service Managers with technical assistance for retailer pre-authorization requests for warranty claims over a certain amount and for time requests over two hours.

EDUCATION AND/OR EXPERIENCE

• 6 to 8 years’ experience as an automotive technician preferred, or similar experience.
• Must attend, pass and maintain all 8 ASE certifications and attend and pass all of SNE's and SOA's technical training courses.
• Computer proficiency with knowledge of Outlook, Word, Excel, and PowerPoint.

QUALIFICATIONS

• Maintain a current and valid driver’s license with an acceptable driving record as established by the Company’s insurance provider.
• The ability to road test vehicles with automatic and manual transmissions.
• Position requires 70% travel via motor vehicle to which will include long distances.
• Must be able to travel out of region for required trainings and conferences.
• Must read and comprehend instructions and information, both orally and in writing.
• Must possess excellent communication, presentation, and interpersonal skills.
• Must have the ability to learn new/proprietary SNE and SOA software systems.
• Laptop computer work for up to 2 to 3 hours on a daily basis including the compilation of reports.
• DSQM may be required to stoop, kneel, crouch, crawl, reach, lift approximately 50 lbs. and carry during the course of a retailer contact.