Manager, Technical Training Strategy

Join the Mitsubishi Motors North America (MMNA) Team!  

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.  

 

Summary of Role:

Reporting to the Director, Aftersales Service, in this role you will lead the strategy, vision, and people for the Mitsubishi Motors North America, Inc. (MMNA) Aftersales Technical Training team.  The person selected for this new national role will understand that technical training is not just about fixing cars right the first time – although that is certainly a critical piece!  Rather, the Manager, Tech Training Strategy, will understand the broad implications of a best in class training program on service lane best practices, on the customer experience, and on profitability.  They will lead a small team of experienced professionals, and partner closely with other MMNA managers, to think cross-functionally.  They will also interact with MMNA’s dealer partners, providing broad support for today’s and tomorrow’s product and customer.

Responsibilities:

Key responsibilities in this role include, but are not limited to, the following:

Technical Training & Customer Experience Strategy:

• Infuse the principles of “CSI” and the customer experience into MMNA’s technical training program, influencing and enabling MMNA’s dealer partners and their technicians to excel in fixing it right the first time and providing an outstanding service experience to their customers.
• Collaborate internally with the Regional Aftersales teams, the Aftersales Performance team, the Dealer Tech Support/Techline team and the Customer Experience team to continuously analyze training needs and proactively respond to training deficiencies.
• Develop and implement novel training strategies and programs that are responsive to the needs of MMNA’s dealer partners and deliver training in new and different ways to enable effectiveness and quality.
• Determine required training courses and needs at the district, dealer, and individual level to ensure that MMNA’s dealer partners are prepared to respond to any and all Mitsubishi Motors customer needs, and our dealer partners’ technicians are equipped with appropriate skill sets and opportunities to advance their technical knowledge.
• Collaborating internally and through visits and consultation with MMNA’s dealer partners and their service managers, identify gaps and strategize solutions for both MMNA and its dealer partners to improve the customer experience holistically.
• Manage vendors and service providers by defining scope of work and ensuring delivery of services, monitor and drive performance, and raising the level of training program effectiveness.
• Continuously redefine and simplify business strategies, structures, and processes; apply technology and process improvement to enhance group capabilities and competitiveness.  Liaise with IT to ensure that departmental technology needs are met.
• Provide subject matter expertise in the development of technical training curricula, training pilots, and train-the-trainer sessions.  Provide subject matter expertise in the development of technical service bulletins, newsletters, special tools, and service equipment as needed. 

Team Leadership and Management:

• As a member of MMNA’s management, influence and support the Company’s overall business goals and strategies, working cross-functionally to align with other leaders, particularly stakeholders across the customer journey and experience, and identify opportunities for business synergies and common strategies.
• Align frequently with internal stakeholders across the customer journey, including CX, Marketing, Aftersales Marketing, Business Development, Product Planning, and Dealer Development, to ensure that information and strategy is shared and strategies are aligned to increase performance through consistency and collaboration.
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