Manager, Technical Training Strategy

Join the Mitsubishi Motors North America (MMNA) Team!  

Summary of Role:

Reporting to the Director, Aftersales Service, in this role you will lead the strategy, vision, and people for the Mitsubishi Motors North America, Inc. (MMNA) Aftersales Technical Training team.  The person selected for this new national role will understand that technical training is not just about fixing cars right the first time – although that is certainly a critical piece!  Rather, the Manager, Tech Training Strategy, will understand the broad implications of a best in class training program on service lane best practices, on the customer experience, and on profitability.  They will lead a small team of experienced professionals, and partner closely with other MMNA managers, to think cross-functionally.  They will also interact with MMNA’s dealer partners, providing broad support for today’s and tomorrow’s product and customer.

Responsibilities:

Key responsibilities in this role include, but are not limited to, the following:

Technical Training & Customer Experience Strategy:

• Infuse the principles of “CSI” and the customer experience into MMNA’s technical training program, influencing and enabling MMNA’s dealer partners and their technicians to excel in fixing it right the first time and providing an outstanding service experience to their customers.
• Collaborate internally with the Regional Aftersales teams, the Aftersales Performance team, the Dealer Tech Support/Techline team and the Customer Experience team to continuously analyze training needs and proactively respond to training deficiencies.
• Develop and implement novel training strategies and programs that are responsive to the needs of MMNA’s dealer partners and deliver training in new and different ways to enable effectiveness and quality.
• Determine required training courses and needs at the district, dealer, and individual level to ensure that MMNA’s dealer partners are prepared to respond to any and all Mitsubishi Motors customer needs, and our dealer partners’ technicians are equipped with appropriate skill sets and opportunities to advance their technical knowledge.
• Collaborating internally and through visits and consultation with MMNA’s dealer partners and their service managers, identify gaps and strategize solutions for both MMNA and its dealer partners to improve the customer experience holistically.
• Manage vendors and service providers by defining scope of work and ensuring delivery of services, monitor and drive performance, and raising the level of training program effectiveness.
• 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.
• Provide subject matter expertise in the development of technical training curricula, training pilots, and train-the-trainer sessions.  Provide subject matter expertise in the development of technical service bulletins, newsletters, special tools, and service equipment as needed. 

Team Leadership and Management:

• As a member of MMNA’s management, influence and support the Company’s overall business goals and strategies, working cross-functionally to align with other leaders, particularly stakeholders across the customer journey and experience, and identify opportunities for business synergies and common strategies.
• Align frequently with internal stakeholders across the customer journey, including CX, Marketing, Aftersales Marketing, Business Development, Product Planning, and Dealer Development, to ensure that information and strategy is shared and strategies are aligned to increase performance through consistency and collaboration.
• Assist Director in developing the Annual Business Plan, and closely monitor Operational Plan budgets, always keeping a watch for areas that require pivoting to maximize MMNA operational excellence, while also maintaining a view on the long-range vision consistent with MMNA’s Momentum 2030
• Connect with vendors and service providers and manage the RFP/project planning process, in consultation with the Contract Management team. Plan and execute capital expenditure projects and enlist appropriate and strategic service providers to enhance MMNA’s program offerings towards Momentum 2030 and beyond.
• Make presentations and lead meetings with Executive Committee and other Company management to report key strategies and qualitative and quantitative department metrics, as well as the development of new initiatives and strategies and changes in relevant market conditions.

People Leadership:

• Lead the Tech Training team through effective coaching, counseling, and providing opportunities for growth and development. Foster an environment of open, honest communications, teamwork, creativity, and high involvement. Utilize the diverse talents of the team by efficiently managing materials and budgets while focusing on the goals and visions of the Company.
• Identify strategies, goals, and KPIs for the Tech Training team; assess the team’s success and market competitiveness based on these measurements.
• Manage the activities of Tech Training team members by providing opportunities for growth and development, by fostering an environment of open, honest communications, teamwork, creativity, high involvement, and productivity and efficiency.
• Inspire the Tech Training team to deliver creative, future focused initiatives, ensuring the team is poised for continuous improvement to accomplish the team’s strategic goals and KPIs.

Location of Position and Schedule

This position is located at the Company’s Franklin, TN Headquarters. You must reside within a reasonable commuting distance to the Middle TN area or be willing to relocate to Middle TN. Unfortunately, we cannot consider applicants to work remotely in this role.

MMNA has a unique and progressive work from home culture such that in most cases, specific/mandatory days in office are not required. We find that most managers are working in-office somewhere between 1-3 days per week, depending on business needs, meetings, etc. Your team members will not have specific/mandatory required office days; their presence in the office for team meetings, group projects, collaboration, vendor meetings, etc., is also at your discretion (or that of your management). Two of your team members are located within the Regions.

Domestic travel to Regions/dealerships and/or for business meetings will be necessary around 10-25% of the time depending on the time of year and business needs.  It is not anticipated that international travel will be required.     

Required Qualifications:

• 10+ years of progressing experience with 3+ years of people management experience.
• Auto industry experience a must, ideally in service or a combination of parts and service.
• ASE certification in general automotive repair (Tests A1-A8 and L1).
• BA/BS degree in business, engineering, vocational education, or equivalent combination of education and experience.
• Ability to interact effectively with people at all levels of the Company including executive leadership and members of our parent company.
• Strong technical knowledge, particularly within the Mitsubishi Motors range, and experience delivering technical training to service technicians.
• Intermediate experience with the Microsoft Office Suite applications (PowerPoint, Excel, etc.).

Profile Differentiators:

• Experience as a service technician/service writer/service manager for a dealership or as an instructional designer/trainer highly desirable.
• Experience with business planning/operations strategy and KPI setting highly desirable.
• Purchasing, RFP and vendor management experience including contract and scope of work development desirable.
• Advanced degree highly desirable.

Pay Transparency: 

The base salary for this position ranges between $115,000 to $135,000. 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 monthly a car allowance, 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 (~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.

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!