Service Quality Data Specialist

COMPANY BACKGROUND

Love. It’s what makes Subaru, Subaru®. As a leading auto brand in the US, we strive to be More Than a Car Company®. Subaru believes in being a positive force in the communities in which we live and work, not just with donations but with actions that set an example for others to follow. That’s what we call our Subaru Love Promise®.

Subaru is a globally renowned automobile manufacturer known for its commitment to innovation, safety, and sustainability. With a rich history dating back to 1953, Subaru has consistently pushed the boundaries of automotive engineering to deliver vehicles that offer not only exceptional performance but also a unique blend of utility and adventure.

Subaru's company culture is built on collaboration, diversity, and a shared passion for our product. We foster an inclusive environment that encourages employees to bring their unique perspectives and talents to the table. Our team members are driven by a common goal: to create exceptional vehicles that inspire and delight our customers.

SUMMARY

Supports the Technical Projects Manager by analyzing claims, Quality Monitoring Reports (QMRs), District Service & Quality Manager (DSQM) reports, Techline, and Customer Advocacy Department (CAD) cases to present the full scope of new and ongoing quality concerns as assigned by the manager. The Specialist’s regular entry of this supporting data is the primary driver used by Subaru Corporation (SBR) when assigning the priority and resources necessary to address the reported concern. Organizes and maintains incoming technical information in service quality-related databases. Provides support to in-house and field-facing field quality managers (50+ personnel) by ensuring that time-sensitive projects for data and parts collections remain on-track and contain the required level of detail. Tracks activities of field managers using various reports for management which summarize activities and actions, monitor report submissions, ensure legal compliance, and confirm effective closure of customer and technical cases. 

  PRIMARY ESPONSIBILITIES

• Analyzes claims and technical reports to determine if conditions found match those already reported and if same reports are before or after existing improvement(s).
• Creates new and updates existing Field Reports in manufacturer’s Technical Reporting system and Subaru of America (SOA) quality database; provides information and supporting attachments in reporting system.
• Analyzes parts orders to identify repairs currently under investigation and assigns them to appropriate District Service & Quality Manager (DSQM) for follow up (this includes tracking completion of DSQM assignments).
• Tracks Quick Reaction Activities (QRAs) and ensures that all requirements such as tools and equipment shipments, trial parts, and fuel sample containers are sent in advance and returned at end of each activity. 
• Reviews and takes appropriate actions on Quality Monitoring reports received from retailers and DSQMs, which can include activities such as collecting failed parts, issuing PRV (parts return voucher), conducting additional claims research to understand the scope, and escalating reports as needed to reporting manager.

Quality Data Specialist reporting to Accident Investigation QA Manager will also:

• Compiles Customer Advocacy Department (CAD) case information supplied by customer, Carfax report, vehicle maintenance and repair histories, Techline cases, Quality Monitoring Reports (QMRs), and other documents including internet search as pre-work for investigation coordination with North American Subaru, Inc. (NASI).
• Initiates and tracks investigation activities and Quick Reaction Activities (QRAs) ensuring coordination of all parties (NASI, FSE, Bosch EAA-Vendor) with CAD. 

ADDITIONAL RESPONSIBILITIES

• Completes special projects as assigned including possible port rectifications (traveling to our ports to effect repairs to and inspect vehicles that SBR has determined must be fixed prior to retail delivery) and attending QRAs in place of FSE for development reasons and to observe and report.
• Coordinates tracking of special parts with Parts Collection Center (PCC) staff and arranges for dispatch to field based on NASI request.
• Coordinates special parts collection from field and ensures that retailer reimbursements are processed in a timely manner for any special collection.   
• Tests and validates new and modified quality reports.

REQUIRED SKILLS AND PERSONAL QUALIFICATIONS

• Strong background and experience in Microsoft Excel; knowledge of any other statistical analysis tool preferr