Regional Service Quality Manager (Eastern Region)

SUMMARY

Leads and manages activities and projects of regionally distributed District Service Quality Managers (DSQMs).

Communicates reported customer quality concerns across all internal and external entities that can impact short- and long-term customer satisfaction and intent to repurchase.

Manages primary activities related to identifying and prioritizing after-sales product quality / service issues including reporting, resolution negotiation, and follow-through (to final countermeasure), for the life of the product.

This role supports the Eastern Region including the Columbus, Chicago, and Philadelphia Zones.

PRIMARY RESPONSIBILITIES



* Remotely manages the daily activities and projects of District Service Quality Managers (DSQMs) who are located throughout the U.S.

(Each Regional Service Quality Manager directly manages DSQMs aligning with regional boundaries and will have up to seventeen [17] DSQM direct reports.) This includes providing regular performance feedback, coaching, and corrective action planning as needed.


* Communicates with all levels of manufacturing and engineering groups (including North American Subaru, Inc.

[NASI]) who are responsible for service-related and product quality matters, as well as with retailers and suppliers (and customers where necessary) regarding service and quality issues.

Must be able to determine who to contact for which issue and how to progress issue resolution within the groups.


* Understands the scope of data necessary to effectively communicate potential quality issues to responsible parties who can affect current production and future product targets.


* Manages and prioritizes multiple projects.

This includes process and procedure operational improvements within the District Service Quality group within the Field Service Quality (FSQ) department.


* Provides career planning and development opportunities for District Service Quality Manager group.


* Travels with DSQMs to their retailers on a regular basis for coaching and developmental purposes and ensures that significant retailer development issues such as staffing, technical training, repair processes, etc.

are fully escalated and communicated to the Zone and Regional management for resolution.

ADDITIONAL RESPONSIBILITIES



* Manages staff who identify new product issues which can limit warranty exposure and ensure a positive customer experience.

Reviews staff's retailer contact reports and provides coaching based on those reviews.


* Reviews all available Field data and trending reports to prioritize quality projects and make recommendations for improvements


* Manages special team/task force activities and Quick Response Activities (QRAs).

This includes initiatives that cover a large geographic area and that could benefit from a regional perspective, ad hoc (immediate response) QRAs, and determining and managing resources to best respond to the open QRAs.


* Attends technical, professional, a...