Manager, Field Quality

2 months ago

Mississauga, Canada Subaru Canada Inc Full time

Manager, Field Quality (Western Region)

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The Field Quality Manager’s (FQM) goal is to improve customer satisfaction by reducing “down time” and improve “fixed right the first time” in the eyes of the customer as well as improve the brand’s reliability and durability. To accomplish this, the Field Quality Manager will proactively monitor, investigate, and report product quality as well as the effectiveness of product improvements. The incumbent will assist dealers with difficult diagnosis and repairs, support technical efforts and field teams and report Quality Assurance issues within their region to the Manager, Quality Assurance. The FQM will provide strategic leadership, coaching, and mentoring to dealership personnel in After Sales for the purpose of achieving our mutual objectives. 

The incumbent will report to the Manager, Quality Assurance and will be based out of Subaru Canada’s regional office in Richmond, British Columbia (hybrid workstyle).

Primary Job Responsibilities :

Monitor, investigate, and report product quality as well as product improvements found through QMR submissions, Customer Care inquiries or Technical Helpline files. Plan and conduct regular Dealer visits to: Discuss Field and Product Concerns with Dealer Service, Parts, and Sales Departments. Provide assistance with any outstanding or ongoing Technical Helpline files. Perform Warranty Part Inspection including “Ten Bin.” Evaluate Special Tool Inventory, accessibility, and usage. Encourage participation in Subaru Academy Programs and all other offered training for Dealer staff. Coach Dealers on how to participate in Quality assurance activities and proper QMR submissions. Report technical findings to the DASM (District After Sales Manager), Technical Helpline, QA Manager as necessary. Investigate product quality concerns and report confirmed concerns through Subaru Corporation’s (SBR) Technical Reporting System (TR). Lead root cause field investigations, independently or with parent company, Subaru Corporation (SBR), Subaru of America (SOA), Subaru Indiana Plant (SIA) and Subaru Canada, Inc. (SCI) personnel, as required. Facilitate Quick Response Activity (QRA) and other Quality issues investigations in conjunction with Subaru Corporation (SBR) and affiliates. Investigate, as initiated by the District After Sales Manager (DASM) and Tech Line, “Buy Back” vehicles and report findings to the appropriate Management member. Provide Technical Support for DASMs regarding warranty decisions as required. Provide Technical Support at Subaru Canada, Inc. for CAMVAP and legal hearings as required. Responsible for technical two-way communications with all field teams to ensure mutual objectives align with SCI’s overall direction to develop a one team approach.  Prepare contact reports for each visit, track dealer visit frequency, and develop action plans for continual improvement in meeting Subaru Canada best practices & objectives.  Attend training offered by NASI, SCI or SOA as required. Responsible for achieving targets set by the QA department management.  Complete all on-line technical training courses offered by Subaru Corporation and Subaru Canada, Inc. as well as all SCI hands-on training and provide feedback to the Technical Training Manager along with any training or knowledge gaps identified in the field. Assist in promotional events to present, promote, and share the Subaru driving experience, including service clinics, ride and drives, car shows, and other activities such as Master Tech Competition on behalf of SCI for our dealerships. Other related duties, as assigned.

Required Skills / Attributes :

Superior automotive diagnostics skills. Multitasking & prioritizing. Proven ability to negotiate and resolve owner concerns consistent with corporate policies & procedures. Strong PC skills (Microsoft applications including Word, Excel, and PowerPoint). Professionalism & integrity. Ability to influence dealership leadership teams to desired SCI outcomes.  Consultative, analytical & detail oriented. Excellent communication, interpersonal and presentation skills.

Qualifications :

Certified Technician, OEM Corporate experience an asset. Post-secondary education preferred.

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