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Summary

Oversees the daily operations of the Techline Support Helpline. Provides training, direction and support to the Technical Service Representatives for troubleshooting and diagnosis and serves as level-2 support in the escalation chain for extraordinary issues. Responsible for maintaining communication with internal and external contacts to ensure the Technical Service Representatives are equipped with the latest information available to support retailer technicians with troubleshooting and repair options. Provides guidance to Technical Service Representatives to determine the need for assistance from District Parts and Service Managers (DPSMs) or Field Service Engineers (FSEs) to reach a resolution.

Primary Responsibilities

+ Prioritizes and manages daily operations of the team and workload.

+ Maintains responsibility for onboarding training all new Techline Representatives.

+ Handles priority and difficult issues as it relates to repair and troubleshooting of the Subaru product. Addresses the urgent “2/10” cases with the Customer Service Sr. Representative team to alleviate urgent customer issues and improve customer satisfaction and retention.

+ Facilitates communication between the Quality Assurance (QA), Subaru Corporation (SBR) and North American Subaru, Inc. (NASI) groups to stay current on the latest conditions / repair suggestions or diagnostic information. Presents updates to the team in bi-weekly meetings or shares via email as needed.

+ Creates monthly reports and analyzes data and presents to the management team to identify growth areas and to ensure information accuracy.

+ Resolves escalated and/or complex cases as level-2 support for the group.

+ Negotiates with field staff and retailers as necessary to resolve escalated issues.

+ Develops and provides regular feedback to the Technical Support Line Manager regarding staff performance. Collaborates with manager on first draft of staff mid-year and end-of-year performance reviews.

+ Evaluates staff performance through case reviews and phone reviews. Works with Technical Service Representatives to ensure they are completing proper follow up on open/pending cases and to ensure repairs have been completed.

+ Maintains responsibility for ensuring that Technical Service Representatives are following established guidelines (and creates new guidelines as necessary) to ensure special projects are completed in a timely manner.

Additional Responsibilities

+ Analyzes Subaru Select Monitor data files to identify problems and provide repair or additional troubleshooting recommendations. If unable to determine the cause of a problem, works with NASI to a resolution unless it is determined it is a normal operating characteristic.

+ Conducts bi-weekly meetings with the Technical Service Representatives in the absence of the Techline Manager to review new or updated information provided by QA or NASI groups. During meetings, encourages participation from the group to review difficult or unusual cases reported from the retailer technicians.

+ Monitors phone line activity and steps in to answer phone calls and provide technical assistance on as as-needed coverage basis.

Qualifications

+ Ability to multi-task. Preferred

+ Strong conflict resolution and creative thinking skills. Preferred

+ Strong organizational and time management skills. Preferred

+ Strong background in hands-on automotive repair and diagnosis. Preferred

+ Ability to work in a team environment with varying shifts. Preferred

+ Excellent verbal and written communication skills and the ability to communicate to all levels of internal and external contacts. Preferred

+ Ability to provide direction to others using strong phone skills. Preferred

Education/Experience: AA/AS with 2 years of relevant experience

Job Grade: P2

Compensation: The recruiting base salary range for this full-time position is $70000- $90000 / year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training. (P2) In addition to competitive salary, Subaru offers an amazing benefits package that includes:

+ Medical, Dental, Vision Plans

+ Pension, Profit Sharing, and 401K Match Offerings

+ 15 Vacation days, 9 Company Holidays, 5 Floating Holidays, and 5 Sick days

+ Tuition Reimbursement Program

+ Vehicle Discount Programs