District Service Quality Manager; ORL-D1-Orlando

Overview

Serves as Subaru of America’s (SOA) Service and Quality representative in the SOA Field. Travels to retailers on a regular basis to proactively monitor and investigate product quality and the effectiveness of product improvements. Assists retailers with difficult diagnoses and repairs, provides training support, and helps develop the retailer’s technical staff. Works in partnership with Zone, District, and SOA personnel including Field Quality Assurance, Techline, and the Customer Advocacy Department (CAD).

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

Orlando, FL area.

• Lead root‑cause field investigations to gather facts for engineering to resolve significant field technical issues, prepare quality reports, and keep detailed records that comply with SOA and government requirements.
• Lead Quick Response Activities (QRAs) in cooperation with North American Subaru, Inc. (NASI) to investigate high priority quality concerns. Coordinate NASI team members and resources with retailers and customers for vehicle investigations, and lead investigative activities at retailers.
• Utilize data analytics to support quality improvement activities and research root‑cause/repair quality issues. Interpret and report data for necessary escalation.
• Provide expert advice, counsel, and technical assistance to retailers and SOA both in person and remotely to resolve wide‑ranging technical vehicle issues.
• Review retailer pre‑authorization requests for warranty claims over ten thousand dollars, or straight time or extra time requests over two hours. Use judgment and technical knowledge to make case‑by‑case determinations while balancing costs to the company and product/service quality.
• Educate retailer personnel to improve investigative skills and diagnostic techniques using on‑the‑job training methods on diagnostic and repair processes and procedures.
• Counsel and guide retailers on customer handling, customer satisfaction, and uniform business practices to avoid or mitigate Lemon Law, legal expenses, and financial losses from consumer actions brought against SOA.
• Represent and provide testimony for SOA during arbitrations and/or court cases brought against SOA.
• Work with outside counsel and internal partners to negotiate and settle the aforementioned cases on site.

• Attend technical, professional, and leadership development programs, sessions, and activities for ongoing professional development; attend corporate meetings including National Business Conference, National Training Conference, Aftersales Business Conference, and regional organization meetings.
• Monitor and promote retailer usage of Tech Share to ensure field reporting of quality concerns.
• Manage escalated Techline and CAD “2/10” cases within the district. Evaluate the need for additional technical expertise beyond what the retailer can provide, and redirect non‑technical matters to zones or regions.
• Carry out major inspection and repair activities at ports of entry, auction sites, or fleet locations to mitigate large financial losses, promote a positive corporate image, and meet business objectives.

• Attend and pass all SOA technical training courses. Complete ASE A1–A8, L‑1, L‑3, and L‑4 certifications and maintain Senior Master Certification level. If not already obtained, acquire these certifications within approximately twelve (12) months of starting the role.
• Possess a valid driver’s license and maintain a driving record that satisfies the SOA Driving Record Evaluation Criteria Policy.
• Demonstrate professional flexibility to adapt to varying responsibilities and workload, and willingness to expand or develop existing skill sets to succeed in a changing business climate.
• Proficient with Microsoft Outlook, Word, Excel, and PowerPoint. Ability to learn new 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…