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Manager, Field Quality
2 months ago
Manager, Field Quality (Eastern Region)/Responsable de la qualité sur le terrain (région de l'Est)
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Manager, Field Quality (Eastern Region)
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 office in Montreal, Quebec (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.
Required Skills / Attributes:
Fully bilingual, French & English. 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 in both French & English.
Qualifications:
Certified Technician, OEM Corporate experience an asset. Post-secondary education preferred.-
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