Director, Aftersales Service (Operations Strategy and Product Quality)

The role

The Director, Aftersales Service develops strategic plans for product quality, service retention, warranty cost control, and the customer experience. This leader oversees technical compliance, dealer support programs, and the Aftersales Service team.

What you will do

• Develop short, mid, and long-term strategic plans for product quality and service retention
• Oversee technical compliance with federal and state laws
• Coordinate recall and compliance communications between MMNA and MMC
• Manage the team monitoring field technical performance and port operations
• Lead strategies to improve dealer adoption of digital service drive technology tools
• Develop technician training programs including hybrid and electric vehicles
• Oversee the strategy and activities of the Warranty team
• Devise new strategies to increase customer retention, loyalty, and satisfaction
• Lead and mentor the Aftersales Service team
• Manage the Aftersales Service budget and financial accruals

Required qualifications

• 15+ years of progressive automotive industry experience in retail and/or wholesale operations
• Experience working with an Original Equipment Manufacturer (OEM)
• 8+ years in field-based, service-focused, or technical leadership roles
• Bachelor’s degree, MBA, or equivalent combination of education and experience
• Demonstrated people leadership experience, including managing managers
• 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
• Must reside in the Middle TN area, within reasonable driving distance of the office

Nice to have

• engineering background
• 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

Benefits

• 401k with company match
• Mitsubishi Lease Program
• Medical, dental, and vision plans
• Assigned vehicle, contingent upon a satisfactory driving record
• Annual 401(k) contributions based on years of service
• Professional development opportunities, including training and tuition reimbursement
• Employee resource groups
• Up to 30 days of paid time off, including holidays, vacation, and other leave options

About the company

Mitsubishi Motors North America (MMNA) is an automotive company driving innovation, quality, and excellence. The company values diversity, creativity, and continuous improvement.