Director, Service Operations - REQ

Director, Service Operations - REQ # 1472

Mitsubishi Electric Trane HVAC US LLC is looking for a Director, Service Operations in Suwanee, GA.

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.

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.

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.

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…