District Service Quality Manager; DSQM

About the Company

Subaru Distributors Corp. (SDC), headquartered in Orangeburg, NY, is the exclusive and independent distributor of new Subaru vehicles, parts, and accessories and franchisor of all Subaru retailers in New York and Northern New Jersey. SDC provides all original equipment manufacturer (OEM) level support to its franchised retailers utilizing industry-leading tools, state-of-the-art training centers for both technical and non-technical retailer staff, and a talented field team comprised of many different roles such as District Sales Managers, District Parts & Service Managers, District Service Quality Managers, and Training Managers.

Join one of the fastest-growing automotive brands in the industry.

SDC offers highly competitive compensation packages, including a 37.5-hour work week and a full array of medical, dental, vision, life, and disability insurance, 401k with company matching contributions, and discretionary awards. Paid time off, including vacation, personal/sick and holidays, is available during the first year of hire. Opportunities for ongoing company-paid professional development and role-specific training are provided. We also offer an employee rebate purchase program for new Subaru vehicles and a discount program for genuine Subaru parts and accessories.

The District Service Quality Manager (DSQM) provides service quality and process support to their assigned district. The DSQM plays a pivotal role in monitoring and reporting potential vehicle quality issues, which must be solved quickly to maintain the reputation of the Subaru brand for safety, quality, and dependability. The DSQM monitors retailers’ Fixed Right the First Time (FRFT) scores and assists retailers with improvement through proper dispatch of repair orders and implementation of quality control processes.

DSQMs use their highly advanced vehicle expertise, diagnostic logic, and mentoring skills to assist retailers in successfully repairing difficult-to-diagnose vehicle issues. The DSQM works in sync with and in support of their District Parts & Service Manager counterparts to improve customer retention and satisfaction. The DSQM meets regularly with Retailer Principals and General Managers, providing consultative suggestions to enhance their business and representation of the Subaru brand.

(Brooklyn, Queens, Nassau, and Suffolk Counties)

• Conducts routine retailer visits to review service operations and identifies and recommends best practice action plans with retailer management to enhance customer satisfaction and improve service process quality.
• Perform field investigations independently and with Subaru Corporation Engineers, issuing detailed reports on findings and proposed resolutions.
• Proactive field work to ensure prevention of Lemon Law purchases and settlements.
• Ensure retailer compliance with repair assistance technical escalation processes.
• Monitor daily and weekly vehicle down alert lists and take ownership of cases requiring expedited resolution.
• Monitor assigned retailers’ technical training progress to ensure compliance with the Subaru Technical Training Requirement (STTR) and Fixed Right the First-Time (FRFT) objectives.
• Assist the technical training department and retailers in developing appropriate technical training plans for retailer Technicians and ensure the completion of Web-Based Training Modules (WBT).
• Assists Subaru University Manager in placing and mentoring eligible program students at Subaru Retailers.
• Assists Warranty Operations Manager as the subject matter expert on improper repairs that drive repair frequency and costs.
• Reviews and validates high-cost repairs requiring District Parts & Service Manager authorization.
• Provide support and testimony on behalf of Subaru in legal actions brought against Subaru by consumers and other sources.

• Associate degree or higher in Automotive Technology, Management, or related field preferred and/or equivalent experience in manufacturer-based field technical service.
• Possess or can acquire Automotive Service Excellence (ASE) Certifications A1-A8, L1, L3, and 609 Refrigerant…