District Service Quality Manager (Orlando, FL)

ABOUT SUBARU

LOVE.

It's what makes Subaru, Subaru®.

As a leading auto brand in the US, we strive to be More Than a Car Company®.

Subaru believes in being a positive force in the communities in which we live and work, not just with donations but with actions that set an example for others to follow.

That's what we call our Subaru Love Promise®.

Subaru is a globally renowned automobile manufacturer known for its commitment to innovation, safety, and sustainability.

With a rich history dating back to 1953, Subaru has consistently pushed the boundaries of automotive engineering to deliver vehicles that offer not only exceptional performance but also a unique blend of utility and adventure.

Subaru's company culture is built on collaboration, diversity, and a shared passion for our product.

We foster an inclusive environment that encourages employees to bring their unique perspectives and talents to the table.

Our team members are driven by a common goal: to create exceptional vehicles that inspire and delight our customers.

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.

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 consi...