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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.
  
  

Basic Qualifications

• 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.
  
  

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.
  
  

Our Benefits — Designed With You In Mind

Comprehensive Health & Well-being Coverage

From your very first day, you’ll have access to medical, dental, vision, and prescription drug coverage — ensuring you and your family stay healthy and protected. Also, our Employee Assistance Program (EAP) offers confidential support for personal and professional challenges, always ready when you need it.

Family Building Benefit

We proudly support all paths to parenthood- including fertility and infertility treatments, adoption services, and gestational surrogacy.

Generous Paid Time Off

We believe in work-life balance. That’s why we offer: 17+ paid holidays, including shut-down from December 24th through New Years Day every year. Vacation, float & wellbeing days, sick time and fully paid parental leave when your family needs you most.

Competitive Retirement Savings Plans

We Help You Plan For The Future With

• An employer match on contributions to your 401k, Roth, and Catch-Up plans
• An employer contribution, even if you don’t contribute
  
  

Income Protection & Insurance Options

Benefit from both employer-provided and voluntary plan offerings, including life insurance, group accident, critical illness, etc. - supporting the needs of you and your family and ensuring peace of mind.

Company Vehicle Lease Program

Eligible employees and their immediate families can participate in the company vehicle lease program, providing access to Stellantis vehicles with insurance, maintenance, and unlimited miles included. Plus, take advantage of exclusive discounts on Stellantis products.

Support for Your Growth and Giving Back

We believe in investing in your future and your passions:

• Tuition reimbursement
• Student loan refinancing programs
• 18 paid volunteer hours each year to make a difference in your community
  
  

And so much more!

When you join us, you’re not just building a career — you’re joining a company that supports you, inside and outside of work.

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.

EOE / Disability / Veteran