District Service Quality Manager

Role and Responsibilities

The District Service Quality Manager (DSQM) provides service quality and process support to their assigned district. The DSQM plays a pivotal role in monitoring and reporting potential vehicle quality issues, which must be solved quickly to maintain the reputation of the Subaru brand for safety, quality, and dependability. The DSQM monitors retailers’ Fixed Right the First Time (FRFT) scores and assists retailers with improvement through proper dispatch of repair orders and implementation of quality control processes. DSQMs use their highly advanced vehicle expertise, diagnostic logic, and mentoring skills to assist retailers in successfully repairing difficult-to-diagnose vehicle issues. The DSQM works in sync with and in support of their District Parts & Service Manager counterparts to improve customer retention and satisfaction. The DSQM meets regularly with Retailer Principals and General Managers, providing consultative suggestions to enhance their business and representation of the Subaru brand.

Open and Required Residing Area

(Albany area and Northern New York)

• Conduct routine retailer visits to collaboratively review service operations, identify customer experience gaps, and partner with retailer leadership to develop clear actionable improvement plans. Works with retailer management teams to design and implement standardized processes, best practices, and performance focused action plans that improve service consistency, repair quality, and overall customer satisfaction.
• Perform field investigations independently and with Subaru Corporation Engineers, issuing detailed reports on findings and proposed resolutions.
• Proactive field work to ensure prevention of Lemon Law purchases and settlements.
• Ensure retailer compliance with repair assistance technical escalation processes.
• Monitor daily and weekly vehicle down alert lists and take ownership of cases requiring expedited resolution.
• Monitor assigned retailers’ technical training progress to ensure compliance with the Subaru Technical Training Requirement (STTR).
• Assist the technical training department and retailers in developing appropriate technical training plans for retailer Technicians and ensure the completion of Web-Based Training Modules (WBT).
• Assists the Technical Training Education Manager in placing and mentoring eligible program students at Subaru Retailers.
• Assist the Warranty Operations Training Manager by serving as the subject matter expert on improper repairs that drive repair frequency and costs.
• Reviews and validates high-cost repairs requiring DSQM pre-authorization.
• Provide support and testimony on behalf of Subaru in legal actions brought against Subaru by consumers and other sources.

Skills/Qualifications

• Associate degree or higher in Automotive Technology, Management, or related field preferred and/or equivalent experience in manufacturer-based field technical service.
• Possess or can acquire Automotive Service Excellence (ASE) Certifications A1 -A8, L1, L3, and 609 Refrigerant Handling.
• Must possess a valid driver’s license and be able to operate manual transmission vehicles.
• Ability to maintain a flexible work schedule, including daily travel within and across an assigned geographical district.
• Strong written and verbal communication skills.
• Proficient in Microsoft 365 with a focus on Excel and PowerPoint.
• Detail-oriented, organized, and able to meet deadlines under self-supervision.

Physical Demands/Travel Considerations

• This position requires regular field travel in New York, including occasional overnight stays.
• The employee is provided with a company vehicle, cell phone, computer, equipment, and other related office supplies.
• Reimbursement of approved business & travel expenses.
• May be required to lift moderate to heavy automotive parts and equipment.
• Prolonged standing and bending while performing tasks similar to an automotive technician.

Salary: $90,000-$110,000 plus monthly performance-based incentives

The Subaru Love Promise

Subaru and its Retailers believe in making the world a better place, and the Subaru Love Promise is our dedication to doing just that. It is our vision to show love and respect to all people at every interaction with Subaru.

SDC is an Equal Opportunity Employer