Service Quality Specialist

Role Overview:

The Service Quality Specialist is responsible for supporting product investigations and process improvements in the area of Technical Assistance and Field Support. The SQS strives to improve repair quality to meet or exceed customer expectations using advanced problem-solving methods and continuous improvement practices. Collaboration with cross-functional teams is essential to drive consensus and action among key stakeholders.

• Act as the "Voice of the Customer" within service operations, ensuring customer concerns are addressed promptly and effectively.
• Support monitoring and managing service quality KPIs, driving corrective actions and escalation when targets are not met.
• Review warranty claims and Customer Quality Insight (CQI) feedback daily; maintain issue tracking
• Support resolution of systemic or major service issues, including high-frequency warranty repairs, recalls, Rapid Service Updates (RSU), and Customer Satisfaction Notices (CSN).
• Drive improvement activities in service quality by addressing nonconformity to repair standards and performance targets.
• Support corporate quality objectives and communicate requirements to all service teams to ensure goals are achieved.
• Collaborate with internal and external resources to meet project timelines for service process improvements.
• Lead teams to identify risks in service procedures and repair processes using FMEA and other risk assessment tools.
• Work closely with dealership service managers and technical specialists to ensure proper implementation of service standards, diagnostic procedures, and repair protocols.
• Map and analyze service defects to prevent repeat issues and ensure accurate trend reporting for continuous improvement.
• Protect the integrity of OEM repair standards while assisting in resolving service constraints.
• Empowered to escalate service-related issues, including halting repairs or initiating special service actions when necessary.
• Manage implementation of service process changes through risk assessment and readiness checks.
• Support the Quality & Customer Experience departments by leading resolution of service-related quality issues.

• Bachelor's degree
• 3 years of experience in automotive service operations, quality assurance, or related manufacturing processes.
• Strong understanding of diagnostic methods, service action workflows, and quality control principles, including statistical process control (SPC).
• understanding of reactive problem-solving principles
• Exceptional organizational, written, and verbal communication skills.
• Proven ability to collaborate effectively across all organizational levels, from dealership technicians to senior leadership.
• Skilled in building strong relationships with service teams, parts & sales leadership, and customers to drive quality improvements.
• Self-driven, goal-oriented professional with experience leading cross-functional initiatives.
• Ability to coach, mentor, and develop team members in service quality practices.
• Proficiency in Microsoft Office tools for reporting and analysis.

• Previous experience in automotive service supervision or technical assistance roles.
• Reactive Problem-Solving certification
• Familiarity with unionized environments and dealer network operations.
• Knowledge of continuous improvement systems, lean methodologies, and service process optimization.
• Ability to interpret engineering documents, technical standards, and service bulletins.