Service Operations Manager

SUMMARY

Manages the operations of the Service Engineering Center (SEC), Service Project Engineering, Remanufacturing, and Publications staff in compliance with all departmental/corporate objectives, policies, and goals. Ensures that ongoing training, quality of services, and deployment of staff meet departmental objectives. Leads in defining business policies, processes, and objectives for assigned groups. Identifies and acts to address quality assurance (QA), product, or cost issues within Service Operations that affect the retailers or Subaru of America (SOA).

• Oversees and manages the Remanufacturing Quality Manager responsible for coordination and tracking of the remanufacturing, high-voltage battery, and second line parts programs for quality and warranty cost reduction.
• Oversees and manages the Service Engineering Project Manager responsible for Special Service Tools and Retailer Equipment Programs, including the coordination of activities with Subaru Corporation (S ) and special service tool vendor to evaluate, test, and decide on the new service tools to be added to the essential tools kit. Ensures that evaluation and testing are conducted for determination of which tools and equipment need to be part of those recommended as well as required retailer equipment lists.
  
  Negotiates pricing with vendors for necessary tools and equipment on behalf of both Subaru of America (SOA) and retailers including invoicing and retailer billing processes.
• Oversees and manages the Service Engineering Center (SEC) Manager responsible for the team of technicians and staff at the SEC. In addition to the day-to-day maintenance/servicing of Test Fleet and Employee Vehicle Lease Program (EVLP) cars and employee-owned Subaru vehicles, SEC activities including preparation/maintenance of Press, Pool, and Special Event vehicles. Verifies that campaigns, service bulletins, service manual corrections, and Subaru diagnostic tool software updates are performed by the SEC.
• Monitors and updates service manual data/information by leveraging Technical Helpline and Claims information to improve information and accuracy. Positively impacts the timing of updates towards improving service manual information quality and repair quality.
• Service Information Publication:
  Manages team responsible for overseeing desktop publishing of Service Information and production of Owner Information Kits, as well as authoring technical service bulletins (TSBs), Technical Helpline updates, and for management of "Right to Repair" website material.
• Works closely with S  Senior Manager responsible for Service Readiness and Publications to ensure accuracy, timeliness, and advocacy on behalf of Subaru.

• Serves as technical liaison and resource for interdepartmental project teams such as, but not limited to, telematics, recalls and campaigns, and other initiatives.
• Participates in the acquisition and maintenance of vehicles in SOA's museum.
• Supports the Director - Service Operations in departmental strategic planning.

• Bachelor's Degree required.
• At least 10-12 years required.
• Extensive automotive technical knowledge.
• Strong investigative, problem-solving, and negotiating skills.
• Project management and supervisory skills.
• Excellent verbal and written communication skills.
• Familiarity with internal Subaru corporate applications, such as the claims processing system (North Star), Electronic Parts Catalog, Retail Parts Management (RPM), and Tech Share.
• Strong team-building, motivation, leadership, business, and management skills.
• Ability to work in a fast-paced, team-based environment.
• Ability to multi-task.
• Excellent analytical and presentation skills.
• Computer skills (Microsoft Office Suite).
• Strong…