Director, Service

Mitsubishi Motors North America, Inc.

. Develop short-, mid-, and long-term strategic plans for product quality, service retention and loyalty, warranty and customer-pay work, warranty cost control, and customer experience .

Posted 10/6/2026full-timeFranklin • Tennessee • United StatesLead💰 $185,000 - $205,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in developing and executing strategic plans for product quality and customer retention within the automotive industry, with a strong focus on compliance and technical leadership. Proven ability to mentor teams, manage budgets, and enhance service operations to drive profitability and customer satisfaction.

Highest-signal resume keywords

Automotive Industry ExperienceTechnical LeadershipCompliance ManagementCustomer Experience StrategyAftersales Service Operations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Product Quality ManagementWarranty Cost ControlTechnical ComplianceField Technical Performance MonitoringTechnical Service Bulletins DevelopmentHybrid Vehicle TechnologiesElectric Vehicle TechnologiesPerformance Metrics ManagementService Drive Revenue OptimizationBusiness Development

Soft Skills

People LeadershipCross-Departmental CollaborationMentoringGoal SettingPerformance Review

Tools & Technologies

Digital Service-Drive TechnologyData Integration ToolsService ManualsTechnical Communications

Certifications & Qualifications

Valid Unconditional Driver's LicenseMBA or Advanced Business DegreeEngineering Degree

Industry Keywords

NHTSA ComplianceCARB RegulationsEPA RegulationsAftersales/Fixed OperationsDealer Revenue and Profitability

Tech Stack

Tools & technologies

Assembly

About the role

Key responsibilities & impact

Develop short-, mid-, and long-term strategic plans for product quality, service retention and loyalty, warranty and customer-pay work, warranty cost control, and customer experience
Partner with Mitsubishi Motors Corporation on product support, technical compliance, and product quality management
Oversee dealer-partner strategies involving technician training, compliance, warranty, product support, and related programs
Monitor field technical performance, identify incidents and root causes, and report findings to design or assembly organizations
Manage compliance with NHTSA, CARB, EPA, and other federal and state laws and regulations
Coordinate recall and compliance communications and direct recall, service campaign, port campaign, and field service actions
Oversee TREAD and CAFE reports and related investigations
Direct technical root-cause demonstrations, validation, and field investigations
Guide development and distribution of Technical Service Bulletins, Tech Talk, Service Manuals, and other technical communications
Lead dealer adoption of digital and video service-drive technology tools and data integration
Create programs to increase service-drive revenue, profitability, and customer experience
Develop future-focused technician training, including hybrid and electric vehicle training
Oversee MiTech dealer technical support and Platform Specialists
Oversee Warranty team strategy, budgets, processes, and cost-reduction plans
Develop customer retention, loyalty, satisfaction, and post-sale service strategies
Collaborate with regional, CX, Customer Connections, and MMC teams on customer issues and trends
Mentor and develop direct and indirect reports, set goals, conduct performance reviews, and foster cross-departmental collaboration
Manage the Aftersales Service budget and financial accruals
Improve business strategies, structures, processes, technology, and group capabilities
Present department metrics, initiatives, strategies, and market-condition changes to executives and company leadership

Requirements

What you’ll need

15+ years of progressive automotive industry experience in retail and/or wholesale operations
8+ years in field-based, service-focused, or technical leadership roles
Demonstrated people leadership experience, including managing managers who oversee teams, performance metrics, KPIs, and business objectives
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
Experience developing and executing technical, compliance, quality, or Aftersales service strategies within an automotive OEM environment
Working knowledge of Aftersales/Fixed Operations, including parts distribution, pricing, marketing, business development, and dealer revenue and profitability in the service drive
MBA or other advanced business degree (profile differentiator)
Engineering background or degree (profile differentiator)

Benefits

Comp & perks

Comprehensive healthcare coverage, including medical, dental, and vision plans
Discounted Employee Lease Car program, covering insurance, maintenance, and registration fees, with no down payment or credit check required
Assigned vehicle, contingent upon a satisfactory driving record
401(k) with Company match and annual contributions based on years of service
Professional development opportunities, including training, tuition reimbursement, and employee resource groups
Up to 30 days of paid time off, including holidays, vacation, and other leave options
Hybrid working environment (~2 days remote, 3 days in-office)
Collaborative workspace
Mitsubishi Lease Program
Full range of medical, financial, and other perks and benefits