Program Manager, Resolution Services REQ # 1340

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:

• Bachelors degree in Business Management preferred; equivalent experience considered.
• 35 years of leadership experience in customer relations escalation management or resolution services.
• 35 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 1025% (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 $85600.00 and $117700.00 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 employees 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 . 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 Companys legal duty to furnish information.

To view the EEO is The Law Poster and the supplement please click here or visit with a disability who need assistance with the application process may contact Human Resources by email at or by calling 714.229.3813.