Mitsubishi Electric Trane HVAC US LLC is looking for a Program Manager, Resolution Services in Suwanee, GA.

POSITION SUMMARY:

This role is responsible for Mitsubishi Electric Trane HVAC US, LLC (METUS) resolutions services and consumer relations issues. They will address complex customer and product-oriented issues with a goal to reach a mutually agreeable resolution. They will work closely with METUS service and sales, Mitsubishi Electric US (MEUS) legal teams and other appropriately identified parties to analyze situations, identify background information, and recommends solutions; all while maintaining METUS's/MEUS's best interests in the decision and process.

The essential functions of the position include, but are not limited to the following:

• Respond to, investigate, and resolve customer complaints / issues in a timely and thorough manner.
• Coordinate across METUS and MEUS ACO departments to send / receive information, organize tasks, and gather facts.
• Manage budget for Resolutions Services expenditures.
• Approve compensation disbursements within authority to resolve disputes.
• Provide leadership with updates and guidance on resolutions issues and seek approval for compensation disbursements that exceed authority level.
• Provide reports summarizing the disposition of complaints / issues as well as relevant statistics such as resolution times and others.
• Manage current/future staff pending company and department growth.
• Develop, review, and revise standard policies and processes for handling customer complaints and issues.
• Analyze all existing service-related operations to identify opportunities and recommend improvements to mitigate the risks of any future customer relations issues.
• Develop relationships with sales and service teams to assist with and guide the resolutions process, to resolve problems before they require escalation.
• Understand the role of Resolution Services and its relation to key government watchdog groups, e.g., the Better Business Bureau (BBB) and Consumer Product Safety Commission (CPSC).
• Review, engage, and respond to BBB and CPSC complaints and letters
• Develop ongoing relationships with MEHVAC sales staff and key customers.
• Properly respond to specialized and unusual parts questions that arise through the company and distributors.
• Develop and maintain cross department communication.
• Manage Resolutions Services Department staff members, plan professional development of the team, expansion of contribution to success of the individuals and the division.

EDUCATION AND EXPERIENCE:

• Team player demonstrating METUS core values including a desire to win together, deliver excellence, drive sustainability, focus on execution and learn continuously.
• Bachelor's Degree in business management preferred
• 3 - 5 years of technical experience in the HVAC industry
• 3 - 5 years of customer relations experience
• Working knowledge of Microsoft Office applications
• Working knowledge of the Salesforce.
• Ability to travel 10-50% depending on business needs.
• Ability to travel internationally when needed.
• Experience with business resolution in other countries specifically Latin America is a plus
• Experience in fire, flood or other damage investigation and processes.
• Experience working with legal channels within the corporate structure as well as an understanding of the litigation process and how it affects Mitsubishi Electric.
• Effective and diplomatic oral and written communications
• Desire and ability to work with people
• Strong problem solving and negotiation skills
• Ability to make good decisions under pressure
• International Business Experience
• HVAC industry and competitor knowledge is a plus.

The base pay range for this position at commencement of employment is expected to be between $80,000 and $110,000 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.metahvac.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.

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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.