District Service Quality Manager (DCA-D2-Baltimore)

About the role

Serves as Subaru of America's (SOA's) Service and Quality representative in the 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 diagnosis 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). Acts as spokesperson/witness on contested Lemon Law/warranty matters; prior litigation experience is a plus.

Market Coverage: Baltimore and Washington DC area.

Responsibilities

• Leads root cause field investigations to gather facts for engineering to resolve significant technical issues, prepares quality reports, and maintains detailed records compliant with SOA and government requirements.
• Leads Quick Response Activities (QRAs) in cooperation with North American Subaru, Inc. (NASI) to investigate high-priority quality concerns, including coordinating resources and leading investigation activities at retailers.
• Utilizes data analytics to support quality improvement activities and research root cause/repair quality issues; interprets and reports data for necessary escalation.
• Provides expert technical assistance to retailers and SOA both in person and remotely to resolve wide-ranging vehicle issues.
• Reviews retailer pre-authorization requests for warranty claims over $10,000 or time requests over two hours, using judgment and technical knowledge to make case-by-case determinations.
• Educates retailer personnel to improve investigative skills and diagnostic techniques through on-the-job training.
• Guides retailers on customer handling, satisfaction, and uniform business practices to mitigate Lemon Law risks and financial losses from consumer actions.
• Represents and provides testimony for SOA during arbitrations and/or court cases; works with outside counsel and internal partners to negotiate and settle cases.
• Attends technical, professional, and leadership development programs for ongoing growth, including corporate meetings (e.g., National Business Conference, National Training Conference).
• Monitors and promotes retailer usage of TechShare for field reporting of quality concerns; manages escalated Techline and Customer Advocacy Department (CAD) "2/10" cases.
• Evaluates the need for additional technical expertise beyond retailer capabilities and redirects non-technical matters to zones or regions.
• Conducts major inspection and repair activities at ports of entry, auction sites, or fleet locations to mitigate financial losses and promote a positive corporate image.

Requirements

• Associate degree in an automotive/technical field from an accredited college/university; Bachelor’s degree preferred.
• 6-8 years of relevant experience.
• Must attend and pass all SOA technical training courses.
• Must obtain ASE A1-A8, L-1, L-3, and L-4 certifications (or achieve within 12 months of hire) and maintain Senior Master Certification level.
• Valid driver’s license with a driving record that meets SOA’s Driving Record Evaluation Criteria Policy.
• Professional flexibility to adapt to varying workloads and expand skill sets in a changing business environment.
• Proficient in Microsoft Outlook, Word, Excel, PowerPoint, and digital photography/editing for reporting.
• Ability to learn proprietary SOA systems.
• Excellent interpersonal, customer handling, negotiation, and presentation skills.
• In-depth knowledge of the technical operating characteristics of all Subaru vehicles.

Work Environment

• 70-80% travel required.
• Able to operate automatic and manual transmission vehicles and lift up to 50 lbs.
• Adequate hearing and vision capabilities.
• Must be approved as an "Authorized Driver" by Risk Management prior to vehicle operation.
• Spends 2-3 hours daily on a laptop computer; often works remotely.

Pay

The base salary range for this full-time position is $94,800 - $115,000 per year. Individual pay is determined by job-related skills, experience, and relevant education or training. This role is bonus-eligible with a target bonus percentage based on performance.

Benefits

• Medical, dental, and vision plans.
• Pension, profit sharing, and 401K match offerings.
• 15 vacation days, 5 floating holidays, 5 sick days, and 9 company holidays.
• Tuition Reimbursement Program: up to $15,000 yearly benefit.
• Vehicle discount programs.
• Professional growth and development opportunities, including mentorship programs and LinkedIn Learning access.