Technical Information Analyst

About the role

Uses technical skills and judgment to develop a detailed level of product knowledge by performing labor time studies (both with and sometimes prior to creation of and receipt of service manuals), then develops timings for each possible vehicle repair and creates a fair labor rate for each repair. Creates and maintains all warranty claim information, labor rates, and repair codes within the Subaru Claims System and the Subaru Warranty Labor Time Guide.

Responsibilities

• Takes a previously unseen vehicle and learns its workings from end-to-end, prior to availability of service manuals and procedures.
• Develops time studies for all new vehicle systems.
• Accurately times and records the procedures necessary for diagnosis, disassembly, and reassembly of all components on all Subaru vehicles for the purpose of establishing warranty labor times.
• Comes to a fair labor rate for each repair based on the time study, history of prior vehicles, and technical judgment.
• Creates, updates, and maintains all warranty claim information within the Subaru Claims System based on time studies and technical judgment to ensure warranty repair claims entered at the retailer level are paid accurately and in a timely manner.
• Tests and reviews the Subaru claims systems for accurate processing and payment on valid claims and provides system expertise to management and other team members in diagnosing claim processing issues.
• Provides the correction data needed to repair the Subaru claims systems when required.
• Reviews and answers all "Request for Review" time allowance submissions from retailers and other departments; must be able to explain and defend time study decisions.
• Ensures the regular and timely update of the Subaru Warranty Labor Time Guide with all new information at the introduction of each new model year, and with any additional updates throughout the year.
• Administers all aspects of Service Manual corrections from initial request to Subaru Corporation (SBR) until completed and posted on Subaru Technical Information System (STIS) for public use.
• Provides review and claim coding in the development of Service Bulletins and Service Campaigns.
• Assists in technical projects for Service and other departments as needed, such as Product Launch events, recall support, etc. that require advanced technical skills.
• Performs special projects as needed such as systems (claims) testing when required.
• Provides ad hoc analytics reports as requested by management.

Requirements

• Associate's Degree required
• 8-10 years of experience required
• Complete understanding of the mechanical construction of the Subaru vehicle
• Must maintain Sr. Master Technician status
• Ability to use all hand tools and special tools as required to achieve the best possible time study for any given repair
• Excellent organization skills; must file and maintain notes on all time studies and claims data
• Proficient in Microsoft Office Suite (Excel, Word, Access) and Siebel
• Strong verbal and written communication skills and the ability to communicate with all Subaru of America (SOA) departments, retailers, and with Subaru Corporation (SBR) personnel in person and in Japan, and to be able to defend decisions regarding the labor timings
• ASE Automobile & Light Truck Certifications (A1 - A8) - Master Automobile Technician, Upon Hire Required
• Subaru Senior Master Technician, Upon Hire Required
• OSHA Forklift Certification, Upon Hire Preferred
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