Director of Service Operations – REQ # 1263 Position Available In Gwinnett, Georgia

Mitsubishi Electric Trane

HVAC US LLC

is looking for a Director of Service Operations in Suwanee, GA.

POSITION SUMMARY

The Director of Service Operations is responsible for leading and managing department teams including quality assurance, warranty management, advanced technical services, and the development and execution of service programs. This leadership position ensures customer satisfaction through excellent service delivery by setting national strategies and standardization, driving continuous improvement efforts, and maintaining compliance with company standards and industry regulations. The Director establishes performance metrics, creates functional strategies with specific objectives, oversees the development of supporting policies and procedures, and employs a continuous improvement mindset to facilitate success. The Director invests heavily in people, focusing on empowering departmental teams through ongoing development and coaching, with a persistent focus on department and organization goals. The essential functions of the position include, but are not limited to, the following:

Service Operations Management:

Develop and maintain national service strategies, standards, policies, and procedures ensuring timely and efficient support to customers and internal stakeholders. Liaise with the company’s 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. Coordinate 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.

Quality Assurance:

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 team’s vendor quality audit process and manage the company’s 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.

Warranty Administration:

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.

Service Programs:

Direct the design, launch, and management of the Diamond Service Group (DSG) and Diamond Elite Technician (DET) service programs. Monitor their effectiveness and customer adoption. Direct initiatives to build and grow service support through service program membership.

Process Improvement:

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.

Team Leadership:

Recruit, train, and mentor teams. 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.

Budgeting and Reporting:

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.

Customer Satisfaction:

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. Perform other duties as assigned.

EDUCATION AND EXPERIENCE

Bachelor’s Degree in Management or trade-related discipline, preferred. 15 years management experience. 10 years technical HVAC industry experience. Experience with lean principles or continuous improvement processes a plus. 5 years experience with budget planning and departmental P&L management. 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. 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. The total compensation package for this position may also include other elements, including target bonus plans and discretionary awards. 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 employee’s eligible dependents. Employees will also receive 80 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.

ABOUT MITSUBISHI ELECTRIC TRANE HVAC US

Formed in 2018, Mitsubishi Electric Trane HVAC US (METUS) is a leading provider of ductless and VRF systems in the United States and Latin America. A 50 percent – 50 percent joint venture between Ingersoll Rand plc and Mitsubishi Electric US, Inc., the company provides innovative products, systems and solutions capable of cooling and heating any application from a home to a large commercial building. METUS is a leading marketer of Zoned Comfort Solutions and Variable Refrigerant Flow (VRF) air-conditioning and heating technology. Systems sold by the joint venture include a wide variety of technologically advanced products designed to deliver superior efficiency, comfort and control. The family of brands supported by METUS includes: Mitsubishi Electric Cooling & Heating, Trane / Mitsubishi Electric and American Standard Heating & Air Conditioning Mitsubishi Electric. More information is available at www.mitsubishicomfort.com . We offer an excellent compensation and benefits package including 401(K). In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. We are an equal employment opportunity employer. All employment decisions are made without regard to race, color, religion, sex, pregnancy, breastfeeding or related medical condition, national origin, ancestry, citizenship, age, marital status, sexual orientation, gender identity, gender expression, domestic partnership, physical disability, mental disability, medical condition, genetic characteristic or information, military or veteran status or other legally protected status (except when one of these criteria is a legally permissible bona fide occupational qualification). The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the Company, or (c) consistent with the Company’s legal duty to furnish information. To view the EEO is The Law Poster and the supplement, please click here or visit https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal. Applicants with a disability who need assistance with the application process may contact Human Resources by email at employment@meus.mea.com or by calling 714.229.3813. PDN-9efa1b27-4c2c-46d4-861f-2749eb831ea8