Subaru of America · 18 hours ago
Technical Advisory Field Manager (Western Region Territory, CA, OR, WA area)
Los Angeles, CA
Full-time
Onsite
Senior Level, Lead/Staff
$119K/yr - $150K/yr
8+ years expSubaru of America is a globally renowned automobile manufacturer dedicated to innovation and customer satisfaction. The Technical Advisory Field Manager will act as the lead service and quality advisor, managing technical support and collaborating with legal departments to mitigate claims and enhance customer retention.
Consumer GoodsManufacturing
Responsibilities
Manages the activities of the Field Technical Manager, ensuring on-going development and participation in all aspects of the roles and responsibilities
Takes lead on distribution of workload between self and direct report
Works one-on-one with Field Technical Manager to develop and maintain necessary skills and abilities both technical and administrative
Develops, maintains, and provides statistics on all activities of the team
Works directly with Subaru of America (SOA) in-house Legal department as an expert witness in lemon law/breach of warranty cases, including drafting expert reports, testifying as a designated expert witness in various legal proceedings, and conducting vehicle inspections in preparation of expert defense. Serves as the most experienced technical advisor and is involved in the most difficult or sensitive cases
Serves as a corporate representative in litigation, in addition to expert and fact designation
Assists Customer Advocacy Department (CAD) in preventing and resolving pre-litigation claims related to vehicle quality including review of not a matter for warranty and 2/10 cases
Assists internal and external legal counsel with review of lemon law/warranty claims and associated lawsuits; contributes to decisions to achieve the best strategy to proceed through expert analysis, and often assists in reducing litigation expense
Identifies and reviews all relevant materials in preparation for deposition and other testimony, including but not limited to, repair orders, Vehicle Identification Number (VIN) Inquiries, CARFAX reports, Techline cases, CAD case files, social media posts, videos, and weather and location data, in addition to any documentation from legal counsel
Best Practices and Process Improvement Documentation. Takes final ownership and oversight of creation, development, and dissemination of documented processes, training materials, and plans. Collaborates with District Parts/Service Managers (DPSMs), District Service Quality Managers (DSQMs), and Zone staff to develop and document technical action plans and improvements in the field to reduce lemon law/breach of warranty exposure. Provides training on best practices for retailer processes to Field personnel. Assists DSQMs who are involved in lemon law, Better Business Bureau (BBB) arbitrations, breach of warranty, and other types of pre-litigation proceedings by researching and reviewing the details of the operational facts and failures
Provides expert and corporate representative testimony at depositions, hearings, and trials. Following testimony, decision rendered or not, generates and distributes reports to internal stakeholders for the purpose of communication and documentation
Communicates with manufacturing, quality, and engineering groups who are responsible for service-related and product quality matters and provides frequent updates to various groups internally at headquarters and in the field about the current status and projected completion targets for open product issues and field service quality matters
Works effectively with retailers and customers on matters related to service and quality issues that may impact lemon law and other similar legal actions
Collaborates with CAD on consumer claims filed through the Better Business Bureau (BBB) and provides advice on defensibility of lemon law/warranty claims based on the technical components of the claim, as well as service quality recommendations for Service personnel to defend such claims, as necessary while working to improve customer retention and loyalty
Manages and testifies at depositions, arbitrations, Small Claims Court, and other hearings and trials
Assists in other vehicle inspections/legal matters pertaining to product liability at the request of SOA in-house legal counsel
Acts as a technical resource to third-party expert vendors and outside counsel on product issues/analysis in litigation
Assists in periodic review of technical Policies & Procedures Manual and drafts revisions/recommendations to same based on legal interpretations and knowledge and provides input on mitigating risk. Takes final ownership and oversight of creation, development, and dissemination of a documented processes and training materials and plans. Determines best practices based on subject matter knowledge and experience
Conducts vehicle inspection and preparation as part of function, performance, and quality evaluation with Quality Monitoring Team (QMT) to ensure positive outcomes for newly released vehicle models/designs prior to media evaluation
Attends technical, professional, and leadership development programs, sessions, and activities
Supports QMT for duration of activity as supplemental staff
Qualification
Required
Strong teambuilding, motivation, leadership, business, and management skills
Strong knowledge of all Service department functional areas as well as other departments
Master-level understanding of vehicle systems, including mechanical and electronic systems for electric (high voltage), hybrid, and internal combustion engine (ICE) vehicles, including major systems such as advanced driver-assistance systems (ADAS) and controller area network (CAN), particularly those of Subaru
Strong persuasive, business, and management skills
Strong written and verbal communication skills
Ability to multi-task while working in a fast-paced environment, either as part of a team or as a sole-contributor
Strong listening, problem resolution, analytical, negotiation, presentation, and computer skills (particularly in Microsoft Office products and Dynamics)
Strong knowledge of all corporate and retailer functional areas
Strong technical product knowledge and knowledge of retailer operations
Ability to understand the scope of data necessary to effectively communicate potential quality issues to responsible parties who can affect current production and future product targets
Ability to manage and prioritize caseload to maximize efficiency and effectiveness
Skilled in working with cross-culture populations and across management levels as well as across diverse job responsibilities
Strong knowledge of relevant legislation and policies such as lemon law
Ability to effectively serve as a corporate witness in litigation and testifying
ASE Master Technician (A1-A8) designation
ASE Advanced Engine Performance Specialist (L1) certification
ASE Light Duty Hybrid/Electric Vehicle Specialist (L3) certification
ASE Advanced Driver Assistance Systems Specialist (L4) certification
Subaru Senior Master Technician designation
Bachelor's Degree required or High School Diploma and at least twelve (12) to fifteen (15) years of relevant experience in lieu of degree required
At least 8-10 years of relevant experience with Bachelor's degree required
At least 12-15 years of relevant experience without Bachelor's degree required
Preferred
Strong knowledge of relevant legislation and policies such as lemon law
Master-level knowledge of Quality Improvement disciplines such as Deming, Juran, etc
Fire Investigation Certification with Motor Vehicle Fire Endorsement
Benefits
Medical, Dental, Vision Plans
Pension, Profit Sharing, and 401K Match Offerings
15 Vacation days, 5 Floating Holidays, 5 Sick days, and 9 Company Holidays
Tuition Reimbursement Program: $15,000 yearly benefit
Vehicle Discount Programs
Professional growth and development opportunities
Direct partnership with senior leadership
Formal Mentorship Program
LinkedIn Learning License
Company
Subaru of America
Subaru of America, Inc., (SOA), is the exclusive United States marketer of Subaru products manufactured by Fuji Heavy Industries Ltd.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Renee Rhem
Vice President Customer Advocacy
Recent News
2026-01-20
Company data provided by crunchbase