District Service Quality Manager (PDX-D4-Missoula)

About the Role

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

Market Coverage: Montana and Alaska.

Responsibilities

• Leads root cause field investigations to gather facts for engineering to resolve significant field technical issues, prepare quality reports, and maintain detailed records compliant 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, 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 technical vehicle issues.
• Reviews retailer pre-authorization requests for warranty claims over $10,000 or requests for straight/extra time 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 on diagnostic and repair processes.
• Counsels retailers on customer handling, satisfaction, and uniform business practices to mitigate Lemon Law risks, legal expenses, and financial losses from consumer actions against SOA.
• Represents and provides testimony for SOA during arbitrations and/or court cases; works with outside counsel and internal partners to negotiate and settle cases on site.
• Attends technical, professional, and leadership development programs for ongoing growth, as well as 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 within the district.
• Evaluates the need for additional technical expertise beyond what the retailer can offer; 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, promote a positive corporate image, and meet business objectives.

Requirements

• Associate degree from an accredited college/university in an automotive/technical field required; 6-8 years of experience. Bachelor’s degree preferred.
• Must attend and pass all SOA technical training courses.
• Must complete ASE A1-A8, L-1, L-3, and L-4 certifications and maintain Senior Master Certification level within approximately 12 months of starting the role if not already certified.
• Valid driver’s license and driving record that satisfies SOA’s Driving Record Evaluation Criteria Policy.
• Professional flexibility to adapt to varying responsibilities and workloads; willingness to expand or develop existing skill sets.
• Proficient with Microsoft Outlook, Word, Excel, and PowerPoint; ability to learn proprietary SOA systems.
• Proficient in digital photography techniques and digital image editing for reporting purposes.
• 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 approximately 50 lbs.
• Adequate hearing and vision capabilities.
• Must be approved as an "Authorized Driver" by Risk Management prior to vehicle operation.
• Able to spend 2-3 hours daily on a laptop computer and work from remote locations.

Pay

The recruiting 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: $15,000 yearly benefit.
• Vehicle discount programs.
• Professional growth and development opportunities, including a formal mentorship program and LinkedIn Learning license.

About Subaru

Subaru is a globally renowned automobile manufacturer known for its commitment to innovation, safety, and sustainability. With a history dating back to 1953, Subaru pushes the boundaries of automotive engineering to deliver vehicles that offer exceptional performance, utility, and adventure. The company culture is built on collaboration, diversity, and a shared passion for the product, fostering an inclusive environment where employees bring unique perspectives to create exceptional vehicles.