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Service Quality Improvement Manager
2 months ago
The District Service Quality Manager plays a pivotal role in ensuring exceptional service quality and process support to assigned districts. This position requires a strong understanding of automotive technology and a passion for delivering outstanding results.
Key Responsibilities- Service Quality Monitoring: Conduct regular visits to retailers to review service operations and identify areas for improvement.
- Field Investigations: Perform independent and collaborative investigations with Subaru Corporation Engineers to identify and resolve service quality issues.
- Preventative Measures: Proactively work to prevent Lemon Law purchases and settlements by ensuring retailers comply with repair assistance technical escalation processes.
- Technical Training: Monitor and support retailers' technical training progress to ensure compliance with Subaru Technical Training Requirements and Fixed Right the First-Time objectives.
- Warranty Support: Assist Warranty Operations Manager in reviewing and validating high-cost repairs, and provide support and testimony on behalf of Subaru in legal actions.
- Education: Associate degree or higher in Automotive Technology, Management, or related field preferred, or equivalent experience in manufacturer-based field technical service.
- Certifications: Possess or can acquire Automotive Service Excellence (ASE) Certifications A1 - A8, L1, L3, and 609 Refrigerant Handling.
- Communication Skills: Strong written and verbal communication skills, with proficiency in Microsoft 365, particularly Excel and PowerPoint.
- Physical Demands: Ability to lift moderate to heavy automotive parts and equipment, with prolonged standing and bending while performing tasks similar to an automotive technician.
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