Program Manager, Resolution Services - REQ # 1340

Program Manager, Resolution Services

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

Key Competencies

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.

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.mitsubishicomfort.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. To view the EEO is The Law Poster and the supplement, please click here or visit https : / / www.eeoc.gov / know-your-rights-workplace-discrimination-illegal. 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.