Director, Service Operations - REQ # 1472
About the role
Mitsubishi Electric Trane HVAC US LLC is looking for a Director, Service Operations in Suwanee, GA.
Responsibilities
Develop and maintain national service strategies, standards, policies, and procedures ensuring timely and efficient support to customers and internal stakeholders.
Liaise with the companys legal team to identify, evaluate, and gauge complex and competing legal risks and external regulatory influences as related to warranty policy and product field quality remediation.
Drive the continuous technical development of METUS technical customer support teams.
Cook up with overseas factories, field service, service parts management and product management teams with a primary focus on clearly identifying, communicating, and resolving product quality and jobsite issues.
Provide product serviceability feedback to the product management team.
Lead quality improvement initiatives, analyzing service trends, customer feedback, and root causes of service issues to elevate overall service quality and customer experience.
Organize and analyze data to support the identification of potential product quality issues.
Oversee the quality teams vendor quality audit process and manage the companys product quality-related issues and countermeasures using the METUS quality management system (QMS).
Manage escalation of technical product related issues and discussions with overseas factories.
Oversee the development, implementation, and monitoring of warranty policies and processes.
Lead the team to manage warranty claims, ensure prompt resolution, and identify opportunities to minimize warranty costs and failures.
Oversee the configuration, integration, testing, and maintenance of the warranty management system.
Direct the design, launch, and management of the Diamond Service Group (DSG) and Diamond Elite Technician (DET) service programs.
Monitor DSG and DET program effectiveness and customer adoption.
Direct initiatives to build and grow service support through service program membership.
Leads and develops a high-performing applications team responsible for delivering scalable, reliable, and customer-focused application solutions aligned with business objectives.
Oversees application strategy, delivery, and continuous improvement while partnering cross-functionally to ensure systems meet operational, technical, and customer experience needs.
Drive continuous process improvements using the METUS continuous improvement methods.
Define and monitor team key performance indicators (KPIs) and implement countermeasures as needed to ensure performance meets industry best-in-class levels and customer expectations.
Set clear performance objectives while promoting the METUS culture of excellence, caring, and accountability.
Work collaboratively with internal and external stakeholders including other METUS departments, field personnel, and customers.
Prepare departmental budgets, manage expenses, and report team-related KPIs and metrics to executive leadership.
Build business cases, including financial and customer impact reviews for future investments.
Implement strategies to achieve and maintain high customer satisfaction scores and manage escalated customer concerns as needed.
Willing to travel up to 75% to for various Company meetings and training both domestically and possibly internationally.
Qualifications
Bachelor's Degree in Management or trade-related discipline, preferred.
15 years management experience.
10 years technical HVAC industry experience.
5 years experience with budget planning and departmental P&L management.
Experience with lean principles or continuous improvement processes a plus.
Proven ability to manage multiple complex projects simultaneously.
Proficient computer skills including experience with the Microsoft Office suite.
Demonstrated experience with Microsoft Visio or other process mapping software a plus.
Demonstrated experience with Tavant or other Warranty Management platforms, a plus.
Excellent communication skills, both oral and written.
Ability to translate complex thoughts and ideas and communicate them in an easy-to-understand way.
Strong analytical and problem-solving skills.
Ability to lead multiple teams in a fast-paced environment.
Ability to adapt quickly to changes in goals and objectives.
Exceptional organizational skills with the ability to manage and prioritize.
Team player demonstrating METUS core values including a desire to win together, deliver excellence, drive sustainability, focus on execution and learn continuously.
Pay
The base pay range for this position at commencement of employment is expected to be between $149,600 and $205,700 per year, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.
Schedule
Subject to the terms and conditions of the applicable plans then in effect, eligible employees may enroll in a 401(k) plan, as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employees eligible dependents. Employees will also receive 120 hours of vacation per year, 56 hours of paid sick leave annually, and 13 paid holidays throughout the calendar year, depending on hire date. Employees may also take up to 12 weeks of paid or unpaid [parental/disability/emergency/etc.] leave, if eligible.