Director – Aftersales Service - Operations Strategy, Product Quality

About the Job:

As MMNA accelerates its long-range plan, Momentum 2030, the Director, Aftersales Service will play an instrumental role in the Company’s strategy. They will develop the short, mid, and long-term strategic plans relative to product quality, service retention and loyalty, warranty and customer pay work, warranty cost control, and the customer experience in the service drive. 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 a 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 the Aftersales Service team. 

This position reports to the EVP, Chief Commercial Officer.

Location of Position and Schedule:

This position is located at MMNA's Headquarters in Franklin, TN. The successful candidate must reside in the Middle TN area, within reasonable driving distance of the office. Domestic travel to Regions/dealerships and port operations will be necessary approximately 10% of the time. Occasional (1x per year or less) travel to MMC in Japan may also be required.  When not traveling, Directors and above work a hybrid schedule of 3 days in office, 2 days working from home, unless business demands otherwise require working from the office.

Role Summary:

As the Director, Service, You Will:

Product Support, Technical Compliance and Quality Management

Dealer Experience and Support

• Lead strategies to improve dealer adoption and utilization of digital – and primarily video - service drive technology tools (tablets, online scheduling, Video MPI), 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 increase revenue and 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 (MiTech – dealer technical support and Platform Specialists) to deliver prompt and accurate information to the dealer service technicians. Ensure that MiTech specialists are 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.

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 CX Department and the Customer Connections team 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.

Aftersales Service Team Leadership

• Develop, and act as a mentor for your direct and indirect reports 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 Aftersales 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 Aftersales 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.

Ready to Join The Team? You Should Have:

Extra Horsepower (Profile Differentiators):

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 (~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.