District Service Quality Manager (DC D4 - WV) at Subaru of America, Inc.

Posted in General Business 11 days ago.

Type: Full-Time
Location: Charleston, West Virginia

Job Description:

Love. It's what makes Subaru, Subaru®. And as the seventh largest 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®.


Travels to retailers on a regular basis to proactively monitor and investigate the product quality and effectiveness of product improvements and assist retailers with difficult diagnosis and repairs, provide training support, and assist the retailer in developing the retailer's technical staff.

Reviews and verifies requests for pre-authorization on warranty-related repairs in excess of ten thousand dollars, or requests for additional or straight time in excess of two hours. Improves retailer diagnostic standards while reducing unnecessary warranty repair expenses. Reviews Quality Monitoring Reports (QMRs) to identify new opportunities and provide technician feedback via the TechShare application to improve retailer reporting quality.

Leads root cause field investigations, both independently and with Subaru Corporation (SBR) and Subaru of America (SOA) personnel. Serves as the SOA representative for Quick Response Activities (QRAs) and other quality investigations in conjunction with North American Subaru, Inc. (NASI), Subaru of Indiana Automotive (SIA), and SBR.

Must be comfortable with acting as the spokesperson/witness when needed on contested Lemon Law/warranty matters; prior litigation experience is a plus.


  • 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 considering costs to the company and product/service quality.
  • Educates retailer personnel to improve their investigative skills and diagnostic techniques using on-the-job training methods on diagnostic and repair processes and procedures.
  • Counsels with and guides retailers with customer handling, customer satisfaction, and uniform business practices to avoid or mitigate Lemon Law, legal expenses, and financial losses as a result of consumer actions brought against SOA.
  • Represents and provides testimony for SOA during arbitrations and/or court cases brought against SOA.
  • Works with outside counsel and internal partners to negotiate in and settle aforementioned cases on site.


  • Attends technical, professional, and leadership development programs, sessions, and activities for ongoing professional development.
  • Monitors and promotes retailer usage of TechShare to ensure field reporting of quality concerns.
  • Manages escalated TechLine and Customer Advocacy Department (CAD) "2/10" cases within district. Evaluates the need for additional technical expertise over and above what the retailer can offer. Redirects non-technical matters back to the zones or regions to be addressed.
  • Carries out major inspection and repair activities at ports of entry, auction sites, or fleet locations to mitigate large financial losses to the company, promote a positive corporate image, and to meet business objectives.


  • Must attend and pass all SOA technical training courses. Must complete ASE A1-A8, L-1, L-3, and G-1 certifications and maintain Senior Master Certification level. If do not already have these required certifications, must obtain them within approximately twelve (12) months of starting in the District Service Quality Manager role.
  • Associate degree from an accredited college/university in automotive/technical field required. Bachelor's Degree preferred.
  • Professional flexibility to adapt to varying degrees of responsibility and workload with a willingness to expand or develop existing skill sets in an effort to succeed in a changing business climate.
  • Proficient with the use of Microsoft Outlook, Word, Excel, and PowerPoint. Ability to learn new and proprietary SOA systems. Proficient in digital photography techniques and digital image editing for reporting purposes.
  • Excellent interpersonal, customer handling, negotiation, and presentation skills.
  • Knowledge of the technical operating characteristics of all Subaru vehicles.


  • Able to operate automatic and manual transmission vehicles and lift up to approximately 50 lbs. Must have adequate hearing and vision capabilities.
  • Must possess a valid driver's license and maintain a driving record that satisfies the requirements of the SOA Driving Record Evaluation Criteria Policy. Must be approved as an "Authorized Driver" by Risk Mgmt. to operate vehicle prior to vehicle operation. Able to spend 2 to 3 hours on laptop computer on a daily basis and office from remote location.
  • Travel required: 70-80% with some evening and weekend work/travel is required.

EDUCATIONAL & EXPERIENCE REQUIREMENTS: Associate's Degree* and 6-8 years' experience. *Bachelor's Degree preferred.

SALARY RANGE: The recruiting base salary range for this full-time position is $86700 - $123800 / year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training. Internal grade: M1

FLSA: Exempt

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