Director, Aftersales Service (Operations Strategy and Product Quality)

Job description

## **Join the Mitsubishi Motors North America (MMNA) Team!** At Mitsubishi Motors NA, we are driving innovation, quality, and excellence in the automotive industry. Our commitment to delivering cutting-edge vehicles goes hand in hand with our dedication to fostering a dynamic and inclusive work environment. Our team members are the driving force behind our success, and we believe in empowering individuals to contribute their unique skills and perspectives. We are a collaborative and forward-thinking team that values diversity, creativity, and continuous improvement. At MMNA, your career is not just a job but a journey of growth. Benefit from ongoing employee development programs, contribute to our impactful Community Relations initiatives, and enjoy a range of employee benefits that make your experience with us exceptional. Be part of a company proud of its heritage and excited about the future where together, we shape the future of mobility and drive success in every mile. **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:** The Director, Aftersales Service position is a technical, operational, and strategic leadership role. Success in this position requires a strong understanding of the automotive industry, MMNA dealer operations, product compliance, and quality, along with deep insight into how dealer performance, customer experience and retention, and product quality influence one another. This leader must be equally comfortable serving as a strategist, thought partner, and coach, with the ability to balance big-picture thinking and attention to detail while communicating in a way that inspires action and drives sustained results. Building strong relationships with Regional teams and fostering collaboration across MMNA and MMC leadership is essential. A deep understanding of Aftersales service strategies, performance measurement, and key success drivers is required, along with a working knowledge of other Aftersales functions to effectively support shared objectives. This role also calls for innovative thinking and the ability to develop new approaches and strategies that help achieve and exceed business goals. **As the Director, Service, You Will:** *Product Support, Technical Compliance and Quality Management* - Oversee the team members 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 a clear, complete, and prioritized manner to the design or assembly organizations responsible for countermeasures. - Manage MMNA’s technical compliance framework, ensuring that all NHTSA, CARB, EPA, and other federal and state laws and regulations concerning vehicle safety, vehicle emissions, and vehicle information compliance are met. - Serve as the primary point of coordination for all recall and compliance communications between MMNA and MMC, as well as with State and Federal agencies. Direct all team member activities, including cross-functional efforts, related to the launch of recalls, service campaigns, port campaigns, and field service actions, as required. - Oversee the compilation and submission of TREAD and CAFE reports, along with any subsequent investigations related to those reports. - Direct the demonstration, validation, and field investigation activities necessary to illustrate, analyze, and validate technical root causes (where feasible) related to port operations and initial vehicle quality. Coordinate investigations with design, assembly, and supplier groups as required. - Guide the team responsible for developing and distributing Technical Service Bulletins, Tech Talk, Service Manuals, and other technical communications to dealers and the aftermarket. *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:** - 15+ years of progressive automotive industry experience in retail and/or wholesale operations. - Experience working with an Original Equipment Manufacturer (OEM) and a strong understanding of OEM operations, policies, dealer networks, and aftersales business practices. - 8+ years in field-based, service-focused, or technical leadership roles. Relevant experience may include positions such as Regional Director, District Manager, Distribution Manager, Business Management Manager, Warranty Manager, Compliance Manager, Technical Engineer, or similar leadership roles. - Bachelor’s degree, MBA, or equivalent combination of education and experience; engineering background preferred. - Demonstrated people leadership experience, including managing managers who oversee teams, performance metrics, key performance indicators (KPIs), and business objectives. - Strong working knowledge of vehicle manufacturing, engineering, and research & development, including hybrid and electric vehicle technologies. - Must maintain a valid unconditional driver's license and a Company approved driving record. **Extra Horsepower (Profile Differentiators):** - Experience developing and executing technical, compliance, quality, or Aftersales service strategies within an automotive OEM environment. - Working knowledge of a broad scope of areas within Aftersales/Fixed Operations, including parts distribution, pricing, marketing, business development, and dealer revenue and profitability in the service drive. **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. **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](mailto: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](https://mitsubishicars.com/careers) to learn more about what it's like at MMNA!** We value your privacy. Please review our [Job Applicant Privacy Notice](https://www.mitsubishicars.com/content/dam/mitsubishi-motors-us/images/siteimages/Applicant_Privacy_Notice.pdf) to learn how your personal information is collected, used, and safeguarded throughout the application and hiring process.