Technical Advisory Field Manager (Western Region Territory, CA, OR, WA area)

SUMMARY

Acts as the lead service and quality advisor for the Legal and Customer Advocacy Departments to help mitigate Subaru of America's (SOA's) exposure to lemon law and breach of warranty claims and to achieve resolutions that promote customer retention and brand loyalty.

Manages the supporting Technical Field Manager role.

Takes lead in collaboration with Customer Advocacy representatives and internal and external legal counsel to assist in the prevention and defense of SOA in legal actions brought by consumers and/or their representatives, including appearing at inspections and repairs, arbitrations, mediations, depositions, trials and other types of legal proceedings.

Duties are accomplished through research, documentation, investigation, and testimony.

Plans and participates in training of SOA Field personnel as part of lemon law prevention and mitigation efforts.

PRIMARY RESPONSIBILITES


* Manages the activities of the Field Technical Manager, ensuring on-going development and participation in all aspects of the roles and responsibilities.


* Takes lead on distribution of workload between self and direct report.


* Works one-on-one with Field Technical Manager to develop and maintain necessary skills and abilities both technical and administrative.


* Develops, maintains, and provides statistics on all activities of the team.


* Works directly with Subaru of America (SOA) in-house Legal department as an expert witness in lemon law/breach of warranty cases, including drafting expert reports, testifying as a designated expert witness in various legal proceedings, and conducting vehicle inspections in preparation of expert defense.

Serves as the most experienced technical advisor and is involved in the most difficult or sensitive cases.


* Serves as a corporate representative in litigation, in addition to expert and fact designation.


* Assists Customer Advocacy Department (CAD) in preventing and resolving pre-litigation claims related to vehicle quality including review of not a matter for warranty and 2/10 cases.


* Assists internal and external legal counsel with review of lemon law/warranty claims and associated lawsuits; contributes to decisions to achieve the best strategy to proceed through expert analysis, and often assists in reducing litigation expense.


* Identifies and reviews all relevant materials in preparation for deposition and other testimony, including but not limited to, repair orders, Vehicle Identification Number (VIN) Inquiries, CARFAX reports, Techline cases, CAD case files, social media posts, videos, and weather and location data, in addition to any documentation from legal counsel.


* Best Practices and Process Improvement Documentation.

Takes final ownership and oversight of creation, development, and dissemination of documented processes, training materials, and plans.

Collaborates with District Parts/Service Managers (DPSMs), District Service Quality Managers (DSQMs),...