Regional Service Quality Manager (Western Region)

Job description

SUMMARY: Leads and manages activities and projects of regionally distributed District Service Quality Managers (DSQMs). Communicates reported customer quality concerns across all internal and external entities that can impact short- and long-term customer satisfaction and intent to repurchase. Manages primary activities related to identifying and prioritizing after-sales product quality / service issues including reporting, resolution negotiation, and follow-through (to final countermeasure), for the life of the product. This role supports the Western Region including the Portland and California Zones. PRIMARY RESPONSIBILITIES: - Remotely manages the daily activities and projects of District Service Quality Managers (DSQMs) who are located throughout the U.S. (Each Regional Service Quality Manager directly manages DSQMs aligning with regional boundaries and will have up to seventeen [17] DSQM direct reports.) This includes providing regular performance feedback, coaching, and corrective action planning as needed. - Communicates with all levels of manufacturing and engineering groups (including North American Subaru, Inc. [NASI]) who are responsible for service-related and product q...