Service Operations Manager

Socket.dev; Camden (NJ); Hybrid; USD 130,000 - 170,000; Full time

Benefits offered by this job

Medical insurance

Pension & 401K match

Vacation & holidays

Tuition reimbursement

Vehicle discount

Job summary

Subaru of America, Inc. in Camden, NJ is seeking a senior leader to oversee the Service Operations Center, Remanufacturing, Publications staff, and related QA efforts to meet corporate objectives.

You will guide a team of managers, drive training, define policies and processes, manage tool programs with vendors, and coordinate with Subaru Corporation to ensure accurate service information and timely campaigns. This hybrid role requires two remote days weekly after a 90-day onboarding.

Qualifications

• Bachelor’s degree required and 10–12 years of experience in the automotive service domain.
• Extensive knowledge of automotive service operations and QA.
• Strong problem-solving, negotiating, and leadership skills.

Responsibilities

• Oversee Remanufacturing Quality Manager responsible for coordination and tracking of remanufacturing, high-voltage battery, and second line parts programs for quality and warranty cost reduction.
• Oversee Service Engineering Project Manager responsible for Special Service Tools and Retailer Equipment Programs, including coordination with Subaru Corporation and tool vendors to evaluate and decide on new service tools.
• Oversee Service Engineering Center Manager responsible for technicians and staff at the SEC and related vehicle programs.
• Monitor and update service manual data to improve information quality and repair accuracy.
• Manage Service Information Publication team for desktop publishing, owner information kits, TSBs, Helpline updates, and Right to Repair site content.
• Collaborate with SBR Senior Manager for Service Readiness and Publications to ensure accuracy and timeliness.

Skills

Project management

Leadership

Negotiation

Analytical skills

Communication skills

Team-building

Microsoft Office

Education

Bachelor's Degree

Tools

NorthStar

Electronic Parts Catalog

RPM

Tech Share

Job description

SUMMARY

Manages the operations of the Service Engineering Center (SEC), Service Project Engineering, Remanufacturing, and Publications staff in compliance with all departmental/corporate objectives, policies, and goals. Ensures that ongoing training, quality of services, and deployment of staff meet departmental objectives. Leads in defining business policies, processes, and objectives for assigned groups. Identifies and acts to address quality assurance (QA), product, or cost issues within Service Operations that affect the retailers or Subaru of America (SOA).

PRIMARY RESPONSIBILITIES

• Oversees and manages the Remanufacturing Quality Manager responsible for coordination and tracking of the remanufacturing, high-voltage battery, and second line parts programs for quality and warranty cost reduction.
• Oversees and manages the Service Engineering Project Manager responsible for Special Service Tools and Retailer Equipment Programs, including the coordination of activities with Subaru Corporation (SBR) and special service tool vendor to evaluate, test, and decide on the new service tools to be added to the essential tools kit. Ensures that evaluation and testing are conducted for determination of which tools and equipment need to be part of those recommended as well as required retailer equipment lists. Negotiates pricing with vendors for necessary tools and equipment on behalf of both Subaru of America (SOA) and retailers including invoicing and retailer billing processes.
• Oversees and manages the Service Engineering Center (SEC) Manager responsible for the team of technicians and staff at the SEC. In addition to the day-to-day maintenance/servicing of Test Fleet and Employee Vehicle Lease Program (EVLP) cars and employee-owned Subaru vehicles, SEC activities including preparation/maintenance of Press, Pool, and Special Event vehicles. Verifies that campaigns, service bulletins, service manual corrections, and Subaru diagnostic tool software updates are performed by the SEC.
• Monitors and updates service manual data/information by leveraging Technical Helpline and Claims information to improve information and accuracy. Positively impacts the timing of updates towards improving service manual information quality and repair quality.
• Service Information Publication: Manages team responsible for overseeing desktop publishing of Service Information and production of Owner Information Kits, as well as authoring technical service bulletins (TSBs), Technical Helpline updates, and for management of "Right to Repair" website material.
• Works closely with SBR Senior Manager responsible for Service Readiness and Publications to ensure accuracy, timeliness, and advocacy on behalf of Subaru.

ADDITIONAL RESPONSIBILITIES

• Serves as technical liaison and resource for interdepartmental project teams such as, but not limited to, telematics, recalls and campaigns, and other initiatives.
• Participates in the acquisition and maintenance of vehicles in SOA's museum.
• Supports the Director - Service Operations in departmental strategic planning.

QUALIFICATIONS

• Bachelor's Degree required.
• At least 10-12 years required.
• Extensive automotive technical knowledge.
• Strong investigative, problem-solving, and negotiating skills.
• Project management and supervisory skills.
• Excellent verbal and written communication skills.
• Familiarity with internal Subaru corporate applications, such as the claims processing system (NorthStar), Electronic Parts Catalog, Retail Parts Management (RPM), and Tech Share.
• Strong team-building, motivation, leadership, business, and management skills.
• Ability to work in a fast-paced, team-based environment.
• Ability to multi-task.
• Excellent analytical and presentation skills.
• Computer skills (Microsoft Office Suite).
• Strong knowledge of all Subaru of America (SOA) Service Department functional areas Preferred.

EDUCATION & EXPERIENCE REQUIREMENTS:

Bachelor’s degree required and 10 to 12 years of experience required.

WORK ENVIRONMENT

• Office Location: Camden, NJ a part of the Greater Philadelphia Area (Philly)
• Hybrid Role: Remote work 2 days per week (after 90 days) [Wednesdays & Fridays]
• Required Travel:15% Domestic travel required

COMPENSATION:

The recruiting base salary range for this full-time position is $130000-$170000/ year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training. Additionally, this role is bonus eligible. (Internal Job Grade: M2)

WHY JOIN US?

In addition to competitive salary, Subaru offers an amazing benefits package that includes:

Total Rewards & Benefits:

• Medical, Dental, Vision Plans
• Pension, Profit Sharing, and 401K Match Offerings
• 15 Vacation days, 5 Floating Holidays, and 5 Sick days, and 9 Company Holidays
• Tuition Reimbursement Program: $15,000 yearly benefit
• Vehicle Discount Programs

Learning & Development:

• Professional growth and development opportunities
• Direct partnership with senior leadership
• Formal Mentorship Program
• LinkedIn Learning License

Visit our Careers landing page for additional information about our compensation and benefit programs.

ABOUT SUBARU

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.