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Subaru Service and Technical Support Line Newsletter

SPECIAL EDITION
01

QMR OF THE MONTH - TRIP WINNER ANNOUNCEMENT

As previously stated, Subaru of America, Inc. is extremely excited to announce the QMR of the Month
award trip to Indiana will continue for the 2019 calendar year! The first annual trip occurred in May 2019
(for QMRs submitted in calendar year 2018) and was a huge success. Thus we wanted to continue the
trip for 2019 submitted QMRs. The second annual QMR of the Month award trip will happen in Spring
2020!
The second quarter 2019 QMR of the Month SIA / Indianapolis Motor Speedway Trip winner has
been selected! As previously mentioned in the January 2018 edition of TECH TIPS and a Subarunet
announcement on January 15, 2018 titled “QMR of the Month Program Enhancement - Trip to SIA and
Indianapolis Motor Speedway”, SOA added yet another great new feature to the QMR of the Month
program. One National winner from each 2019 calendar year quarter (a potential of 4 winners annually)
will win a trip to Indiana to tour the Subaru of Indiana Automotive plant, as well as tour the worldfamous Indianapolis Motor Speedway. In addition, each winner will receive two plaques which include
the following: 1) a SBR Appreciation letter from SBR Chief General Manager Yasushi Nagae, and 2)
a SOA Appreciation letter from President and CEO Tom Doll, and Vice President of Service & Quality
Michael Campbell!
The winner for 2019’s second quarter is:

Jacob Boyd from Herb Gordon
Farrish Subaru in Fairfax, VA.
Jacob’s QMR involved an extremely complex diagnosis which led to the repair of a 2019 Outback 2.5i
with a repeat concern of intermittent trouble with the remote keyless entry system operation. In addition,
the lock / unlock switches on the doors would also not operate at times. Jacob’s initial observation after
verifying the condition described the combination meter display only showing the driver’s door ajar,
regardless of which other doors were open. He proceeded to dig into the related wiring diagrams and
accessed another like vehicle to use for comparison testing. Jacob’s report described an exceptional
number of wiring checks. Each test included specific connector and pin location information along with
concise results for each documented in his report. Similar results were provided from his “test vehicle”
for comparison as needed. Jacob’s persistence paid off as his testing eventually led to a faulty BIU which
had an intermittent internal open circuit. Isolating this root cause was no easy task. Jacob’s QMR was
accompanied by an extensive collection of videos documenting the condition occurring, his extensive
testing and the eventual result.
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CAUTION: VEHICLE SERVICING PERFORMED BY UNTRAINED PERSONS
COULD RESULT IN SERIOUS INJURY TO THOSE PERSONS OR TO OTHERS.

SUBARU OF AMERICA, INC. IS
ISO 14001 COMPLIANT

The Subaru TechTIPS newsletter is intended for use by professional Technicians ONLY. Articles are
written to inform those Technicians of conditions that may occur in some vehicles, or to provide
information that could assist in the proper servicing of the vehicle. Properly trained Technicians
have the equipment, tools, safety instructions, and know-how to do the job correctly and safely.
If a condition is described, DO NOT assume that your vehicle has or will have that condition.
Impreza, Legacy, Justy, Loyale, Outback, Forester, Subaru SVX, WRX, WRX STI, Baja, Tribeca,
BRZ, XV Crosstrek, Ascent, Crosstrek Hybrid and “Quality Driven” are Registered Trademarks.

ISO 14001 is the international standard for
excellence in Environmental Management
Systems. Please recycle or dispose of
automotive products in a manner that is
friendly to our environment and in accordance
with all local, state and federal laws and
regulations.

Special Edition TechTIPS

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In recognition of Jacob Boyd becoming the second quarter 2019 QMR of the Month SIA/Indianapolis
Motor Speedway Trip winner, FSE David Kirby hosted an award ceremony for Jacob at the retailer to
present him with his award plaques. The Service Manager ensured Jacob was surrounded by his peers,
who applauded Jacob’s efforts after receiving the plaques. FSE David Kirby spoke on the importance of
product quality and the impact reports like Jacob’s have in ensuring the highest quality product for our
customers. David made it very clear that these reports fix potentially thousands of cars, not just one.

L to R): Service Manager Mike Graziano, Technician Jacob Boyd, and Field Service Engineer David Kirby.

In order for their customers to know the efforts Farrish Subaru puts forth in improving product quality, the
Service Team displayed the award plaques in the customer waiting room for their viewing. As a gesture of
gratitude, SOA provided a catered lunch for the Service Team at Farrish Subaru from Mission BBQ which
included brisket, pulled pork, pulled chicken, cornbread, and Mac-N-Cheese. The Technicians had the
chance to sit down and “reap the benefits” of going above and beyond, which included being recognized
by the Executive management team. David thanked everyone for their support, and encouraged the
Technicians to continue raising the bar, one QMR at a time.
Jacob will join up with two other winning Technicians (to be determined) in visiting Indiana for their
award trip during the Spring of 2020.
Remember, any Subaru Technician can be a QMR of the Month national winner. Please refer to January
2018 edition of TECH TIPS for more information regarding the award trip.

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PROGRAM DETAILS
•

Subaru of America, Inc. reserves the right to cancel or amend this program at any time.
All determinations are final.

•

A Subaru Service Technician designation does NOT include retailer employees having
multiple or separate titles including but not limited: to Retailer Principal, General
Manager, Sales Manager, F/I Manager, Service Manager, Parts Manager, Shop
Foreman, Dispatcher, Service Advisor, Warranty Administrator, Salesperson, or other
titles.

•

To receive any award(s), qualifying Subaru Service Technicians must be actively
employed by an active Subaru retailer throughout the program period and at the time
any award(s) is / are claimed.

•

It is the responsibility of the Retailer to make all decisions regarding the employment
status and to inform SOA, SDC or SNE of any changes in that status. SOA, SDC and
SNE shall not be responsible for any errors or omissions in the Retailer’s reporting of
the employment status of Subaru Service Technicians.

•

No awards will be distributed to a Subaru Service Technician not meeting all program
requirements.

•

Awards must be redeemed by the individual Subaru Service Technician who earned
the award. Awards are non-transferable and cannot be exchanged or substituted in any
way.

•

All prize winners are responsible for any and all associated taxes on winnings. Consult
with your personal tax advisor for specifics.

•

If you have any questions regarding the program, please contact your local FSE.

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