Director, Service

Franklin, TN (Hybrid Position)

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.

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…