Service Quality Specialist
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Apply to Service Quality Specialist at StellantisJob details
- Location
- Auburn Hills, Michigan
- Work type
- Onsite
- Posted
- 2 weeks ago
- Apply on
- careers.stellantis.com
About this role
Job 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.
Key Responsibilities:
- 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.
Qualifications
Basic Qualifications:
- Bachelor’s degree
- Minimum 5 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.
Preferred Qualifications:
- 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.
Benefits
Salaried Employee Benefits (US, Non-Represented)
Health & Wellbeing
Comprehensive coverages encompassing the Physical, Mental, Emotional, and overall Wellbeing of our employees, including short- and long-term disability.
Compensation, Savings, and Retirement
Annual Incentive Plan (SAIP), 401k with Employer Match & Contribution (max 8%), SoFi Student Loan Refinancing.
Time Away from Work
Paid time includes company holidays, vacation, and Float/Wellbeing Days.
Family Benefits
12 Weeks paid Parental Leave, Domestic Partner Benefits, Family Building Benefit, Marketplace, Life/Disability and other Insurances.
Professional Growth
Annual training, tuition reimbursement and discounts, Business Resource & Intra-professional Groups.
Company Car & More
Comprehensive Company Car Program and Vehicle Discounts. Vehicle discounts include family and friends.
EOE/Disability/Veteran
At Stellantis, we assess candidates based on qualifications, merit, and business needs. We welcome applications from all people without regard to sex, age, ethnicity, nationality, religion, sexual orientation, disability, or any characteristic protected by law. We believe that diverse teams reflect our identity as a global company, enabling us to better address the evolving needs of our customers and care for our future.
Our benefits reflects the STELLANTIS commitment to helping you reach your personal and professional goals. In addition to an environment that promotes career development, we offer benefits for a healthy lifestyle and a rewarding future, designed to take care of you and your family, in various stages of life.
As a global company, our employee packages will vary by country, customary norms and the legal entity into which you are hired.
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