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Urgent! Program Manager, Resolution Services Job Opening In Suwanee – Now Hiring Mitsubishi Electric Automation, Inc.

Program Manager, Resolution Services



Job description

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


POSITION SUMMARY:

The Resolution Services Program Manager is responsible for leading Mitsubishi Electric Trane HVAC US, LLC (METUS) Resolution Services and Consumer Relations functions.

This role manages escalated and complex customer and product-related issues with the goal of achieving fair, timely, and mutually agreeable resolutions.

The Manager works closely with METUS Service and Sales, Mitsubishi Electric US (MEUS) Legal, and other internal partners to analyze situations, identify root causes, and drive solutions – always prioritizing the best interests of METUS and MEUS.

This position requires strong leadership, proactive ownership, and the ability to manage sensitive legal matters, operational efficiency, and customer escalations while ensuring compliance, confidentiality, and customer trust.

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

  • Lead all legal-related escalations (demand letters, lawsuits, attorney inquiries) in coordination with Legal/Risk teams, maintaining confidentiality and attorney-client privilege.
  • Own and drive escalations to closure without requiring Director/VP intervention except where financial approval or executive alignment is necessary.
  • Respond to, investigate, and resolve escalated customer complaints/issues in a thorough and timely manner.
  • Monitor operational efficiency across call volume, emails, backlog, and SLA adherence; proactively identify risks and recommend staffing or process adjustments.
  • Review, engage, and respond to Better Business Bureau (BBB) and Consumer Product Safety Commission (CPSC) complaints and letters.
  • Develop, review, and revise standard processes, policies, and escalation handling protocols to improve consistency and reduce recurrence.
  • Provide weekly reporting of open escalations, resolution trends, and operational metrics, present updates and recommendations to leadership.
  • Manage Resolution Services staff (including direct reports such as Resolution Specialists), ensuring clear role expectations, accountability, and coaching for development.
  • Approve compensation disbursements within authority; seek leadership approval when outside of authority.
  • Build strong working relationships across Sales, Service, Legal, and other internal stakeholders to prevent issues from escalating.
  • Develop and maintain cross-departmental communication channels to ensure alignment and efficiency.
  • Ensure accurate documentation of escalations, decisions, and resolutions for organizational visibility and risk management.
  • Support inquiries involving specialized parts, unusual service issues, or distributor/customer disputes, engaging technical teams as necessary.
  • Performs other duties as assigned.
  • Management retains the discretion to add or change the duties of the position at any time.
  • EDUCATION AND EXPERIENCE:

  • Bachelor’s degree in Business Management preferred; equivalent experience considered.
  • 3–5 years of leadership experience in customer relations, escalation management, or resolution services.
  • 3–5 years of technical or service experience in the HVAC industry preferred.
  • Experience working with legal teams and understanding of the litigation process within a corporate structure.
  • Strong operational skills, including the ability to monitor service channels (calls, emails, escalations) and identify capacity/support needs.
  • Effective and diplomatic oral/written communicator with strong problem-solving and negotiation skills.
  • Proficient in Microsoft Office and Salesforce Service Cloud (or equivalent CRM).
  • Ability to travel 10–25% (domestic; occasional international as needed).
  • Experience with government or consumer watchdog agencies (BBB, CPSC, etc.) a plus.
  • Knowledge of HVAC industry competitors and market landscape is a plus.
  • KEY COMPENTICES:

  • Ownership & Accountability – Takes full responsibility for escalations and outcomes.
  • Operational Oversight – Monitors efficiency and capacity, acting before issues escalate.
  • Legal Acumen – Understands confidentiality, privilege, and corporate legal processes.
  • Leadership & Delegation – Provides clear guidance, coaching, and empowerment of direct reports.
  • Communication – Maintains reliable, timely, and transparent communication with leadership and cross-functional teams.
  • Problem-Solving – Identifies root causes and implements sustainable solutions.
  • The base pay range for this position at commencement of employment is expected to be between $85,600.00 and $117,700.00, 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.


    Required Skill Profession

    Operations Specialties Managers



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