Director, Aftersales Service (Operations)

Join the Mitsubishi Motors North America (MMNA) Team!  

Summary of Role: 

As MMNA accelerates its long range plan, Momentum 2030, the Director, Aftersales Service will play an instrumental role in the Company’s operations strategy.  They will develop the short, mid, and long term strategic plans relative to the customer experience in service, service retention, warranty and non-warranty work, warranty cost control, and customer loyalty to the Mitsubishi Motors brand.  They will develop a strong partnership with MMNA’s parent company, Mitsubishi Motors Corporation (MMC), overseeing product support, technical compliance, and product quality management, serving as subject matter expert and advising and making recommendations to MMC.  They will also oversee MMNA’s strategic plans related to the experience of its dealer partners as to technician training, compliance, warranty, product support, and related programs. They are also responsible for leadership and development of their team members.

Responsibilities:

The Director, Aftersales Service position is a technical role, an operational role, and a strategic role.  They must understand the automotive industry, the operations of MMNA’s dealer partners, and product compliance and quality, having deep insight into the interplay between dealer operations, customer satisfaction, and product quality.  They must be able to serve as both thought leader/strategist and coach, able to see the big picture as well as the details, and communicate effectively to others in order to inspire action and sustained success.  They must develop strong relationships with the Region teams, collaborate across boundaries within MMNA leadership, and collaborate closely with MMNA’s parent company, MMC.  They must have a deep understanding of Aftersales service goals and KPIs, with a working knowledge of other Aftersales areas to strongly contribute to common goals.  They must also develop new and different ways of creating strategies to support and exceed those goals.  Responsibilities in this role include, but are not limited to:

Customer Experience and Retention

• Review current service retention and loyalty programs and devise new strategies to increase customer retention, loyalty, and above all, satisfaction.
• Work closely with Region VPs and other members of MMNA leadership to ensure that customer-focused programs are effectively implemented, service providers adhere to service level agreements, and that program effectiveness is monitored and measured on an ongoing basis.
• Collaborate strongly with MMC to ensure common understanding of customer issues and trends related to product quality and service;
• Collaborate strongly with the Customer Connections Department to analyze and respond to trends and issues – Voice of the Customer – that impact the customer experience and journey.
• Lead strategies to effectively transition customers from the initial sale to post-sale, retain customers in both the short and long term, inspire them to utilize their local dealership for all service (and parts/aftermarket) needs, and return to their local dealership in the future to purchase/lease their next Mitsubishi.

Dealer Experience and Support

• Lead strategies to improve dealer adoption and utilization of digital service drive technology tools (tablets, online scheduling), continuous improvement of data integration, and expansion of technology partners.
• Work closely with the Director, Aftersales Performance and the Region VPs to create programs and tools that enhance profitability in the service drive, while also enhancing the customer experience.
• Continuously develop and improve service strategies to support the evolution of Mitsubishi vehicles and technology, including robust and future-focused technician training programs (including hybrid/electric vehicles) to strengthen our dealer partners’ service operations.
• Oversee the strategy and activities of the product support group (Techline & Platform Specialists) to deliver prompt and accurate information to the dealer service technicians. Ensure that Techline is consistently meeting the needs of our dealer partners, and that team members have the knowledge and skill sets to provide expert assistance.  Partner with the team/field on the most challenging cases.
• Oversee the strategy and activities of the Warranty team, reviewing budgets and processes and developing action plans to reduce costs and exceed KPIs.

Product Support, Technical Compliance and Quality Management

• Lead the team engaged in monitoring field technical performance of Mitsubishi port operations and accessory installations. Ensure incidents are identified, analyzed, possible root cause determined, and reported in clear, complete and prioritized manner to design or assembly organizations responsible for countermeasures.
• Lead MMNA’s technical compliance framework, ensuring that all DOT, NHTSA, CARB, EPA and other federal and state laws and regulations concerning vehicle safety, vehicle emissions, and vehicle information compliance are met.
• Lead the communications for all recall and compliance issues between MMNA and MMC on one hand, and with State and Federal agencies on the other hand, and lead all team member activities that relate to the launching of a recall or service campaign, port campaigns and support field service actions, as required.
• Lead and direct the compilation and submission of TREAD and CAFE reports and any subsequent investigations that may relate to those reports.
• Lead and direct the demonstration/validation/field investigation activities necessary to illustrate, analyze and prove technical root cause (where feasible) related to port operations and initial vehicle quality. Lead and direct team investigations with design, assembly or supplier groups as required.
• Lead the team that develops and distributes Technical Service Bulletins, Tech Talk, Service Manuals, and other technical communications to dealers and the aftermarket.

Aftersales Service Team Leadership

• Lead, develop, and act as a mentor for direct and indirect reports on the AS Service teams by providing opportunities for growth and development, by fostering an environment of open honest communications, teamwork, creativity, and efficiency.
• Set performance goals, conduct performance reviews and inspire innovative initiatives. Encourage team members to foster collaborative relationships with other departments and facilitate cross-departmental communications and training. 
• Manage the AS Service budget and financial accruals to support strategic initiatives within the organization, while maintaining and reducing costs when possible.
• Continuously redefine and simplify business strategies, structures, and processes; apply technology and process improvement to enhance group capabilities and competitiveness.  Liaise with IT to ensure that departmental technology needs are met.
• Inspire the AS Service team to deliver creative, future focused initiatives, ensuring the teams are optimized to accomplish strategic goals and KPIs and our brand transformation.
• Make presentations and lead meetings with executives and other Company leadership to report key qualitative and quantitative department metrics, as well as the development of new initiatives and strategies and changes in relevant market conditions.
• Keep professional/technical knowledge and skills current to accomplish results that contribute to MMNA’s business plan and enhance the parent company’s understanding of unique market issues.
• Perform other duties as assigned from time to time.

LOCATION OF POSITION AND SCHEDULE:

This position is located at the Company’s Franklin, TN Headquarters.  Domestic travel to Regions/dealerships and port operations will be necessary approximately 15-25% of the time.  Occasional (1x per year) travel to MMC in Japan may also be required.   When not traveling, Directors and above may work a hybrid schedule of 3 days in office, 2 days working from home, unless business demands otherwise require working from the office.

Required Qualifications:

• 12+ years progressive exempt-level retail/wholesale automotive experience including at least eight years in field roles (with an emphasis on Service) or technical roles, such as Region Director, District Manager, Distribution Manager, and/or Business Management Manager, Warranty Manager, Compliance Manager, Technical Engineer, etc.
• Must have experience managing individuals (Managers) who also manage others as well as their own KPIs and goals.
• Bachelor’s degree, MBA, or equivalent combination of education and experience; engineering background preferred. Must have at least a strong working knowledge of vehicle manufacturing, engineering and R&D, including hybrid and electric vehicles.
• Must maintain a valid unconditional driver's license and a Company approved driving record.

Pay Transparency: 

The base salary for this position ranges between $185,000 to $205,000. The base salary will be based on a number of factors including the role offered, the individual's job-related knowledge, skills, and qualifications. In addition to base salary, we are proud to offer a comprehensive and competitive benefits package for all eligible employees which also includes 401k with company match, Mitsubishi Lease Program, and a full range of medical, financial, and other perks and benefits.

Perks and Benefits:

• Family First: Enjoy comprehensive healthcare coverage, including medical, dental, and vision plans.
• Be a Proud Mitsubishi Ambassador: Take advantage of our Discounted Employee Lease Car program, covering insurance, maintenance, and registration fees, with no down payment or credit check required.
• Drive with Perks: This position comes with an assigned vehicle, contingent upon a satisfactory driving record.
• Secure Your Future: Benefit from our 401(k) with Company match and annual contributions based on years of service.
• Fuel Your Growth: Access professional development opportunities, including training, tuition reimbursement, and employee resource groups.
• Take Time for Yourself: Enjoy up to 30 days of paid time off, including holidays, vacation, and other leave options.
• Hybrid Working Environment: Experience the perfect balance of remote and in-office work (Directors and above are ~2 days remote, 3 days in-office) at our modern office, located in the vibrant Franklin, TN area.
• Thrive in an Open Environment: Experience our collaborative workspace where ideas flow freely.

Note from the Hiring Manager:

The most recent Director, Aftersales Service is still with the Company!  He has moved to a new role and will help to guide you through a smooth transition, but the role has been rescoped to focus on our long-range strategic plan, so you will be expected to and have the opportunity to put your own stamp on it.  Passion for all things automotive and a sense of humor are also necessary!

The MMC Way:

Our values form the foundation of everything we do. At Mitsubishi Motors, we are committed to a set of core principles that guide our actions, decisions, and interactions. Our values reflect who we are as a company, how we collaborate, and the impact we aspire to make. These values are what we call the MMC Way:

• Think of Our Customers, Strengthen Trust
• Enrich Society
• Welcome All Facts, Share Difficult News First
• Conduct and Challenge Yourself Professionally
• Respect All, Work as a Broader Team

Diversity and How to Apply:

At MMNA, we embrace the strength that diverse perspectives and experiences bring to our team. Our application process is designed to champion inclusion and equity. We're on the lookout for the ideal fit for each role, valuing skills and experiences over traditional education or specific company backgrounds. Feel encouraged to apply, even if your profile doesn't precisely match the job description. We invite you to delve into a few thought-provoking questions in our application, offering you the opportunity to showcase your unique talents and insights right from the start.

Once you've submitted your application, expect to hear from us within 7 business days. We're committed to keeping you informed about the status of your application, ensuring transparency and open communication throughout the process. We understand that perfection is a journey, and if you ever have questions about your application or the process itself, don't hesitate to reach out to your recruiter. 

Mitsubishi Motors is proud to be an equal-opportunity employer, excited about collaborating with talented individuals of all identities. We do not discriminate based on identity, aligning with our commitment to fostering a diverse workplace. Our code of conduct serves as a guiding light for the company we aspire to be, celebrating our differences as the driving force behind a product that serves a global user base. 

We welcome applications from individuals with disabilities and is prepared to provide reasonable accommodations. If you require such accommodations for the job application or interview process, please email mmna-talent_acquisition@na.mitsubishi-motors.com.

We hope you will join us on this journey where your dedication aligns with our values, creating an environment that fosters growth, collaboration, and meaningful contributions.

Click here to learn more about what it's like at MMNA!