Product Support Coordinator - CE Major Accounts

Hitachi Construction Machinery Australia; Sydney; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive salary

Employee perks program

Health insurance

Employee Assistance Program (EAP)

Parental leave

Referral program

Job summary

Hitachi Construction Machinery Australia is seeking a Product Support Coordinator to support National Major Account customers. You will bridge client needs with internal teams to manage telemetry reports, data feeds, and major equipment repairs.

The role requires a business or engineering background and 2–4 years in customer support or account management, with strong data reporting and MS Office skills. A collaborative, process‑minded mindset will help drive improvements across the org.

Qualifications

• Bachelor-level business or engineering qualification.
• 2–4 years in customer support operations or technical account management.
• Strong data reporting, MS Office, and stakeholder liaison skills.

Responsibilities

• Participate in corporate customer meetings and capture actions.
• Deliver telemetry reports and identify device anomalies for NMA customers.
• Coordinate major repair deliveries with HCA branches and track account trends.
• Monitor DMS parts and service discounts, and support invoice dispute resolutions.
• Administer API data feed requests and manage access keys with HO approval.
• Support continuous improvement initiatives through LMS modules and change management.

Skills

Communication

Data reporting

MS Office

Stakeholder management

Education

Bachelor of Business

Bachelor of Commerce

Engineering degree

Tools

Global e‑Service

OEM telemetry databases

Job description

About Us

Hitachi Construction Machinery (Australia) Pty Ltd is a leading manufacturer of construction and mining equipment, known for our quality products and strong customer partnerships.

About Us

Hitachi Construction Machinery (Australia) Pty Ltd is a leading manufacturer of construction and mining equipment, known for our quality products and strong customer partnerships.

The Opportunity

Join a leading OEM as a Product Support Coordinator and drive operational excellence for our National Major Account (NMA) customers. In this role, you will bridge the gap between corporate clients, internal HCA branches, and our sales leadership by managing telemetry reports, overseeing API data feeds, tracking DMS account trends, and coordinating major equipment repairs. If you possess a business background, strong analytical skills, and a passion for stakeholder relationship management, this is your opportunity to build a rewarding career with Hitachi.

Key Responsibilities

• Customer Meetings: Participate in bi-monthly and quarterly corporate customer meetings, distributing timely minutes and ensuring prompt resolution of action items.
• Telemetry & Data Analysis: Deliver monthly LANDCROS Connect telemetry reports to selected NMA customers and identify device anomalies through targeted analysis.
• Repair & Inbox Monitoring: Review the NMA team inbox daily, coordinate major repair delivery efforts with HCA branch personnel, and elevate any customer devices down.
• Account & Financial Tracking: Track DMS parts and service account trendlines, monitor discount structures for approval, conduct annual DMS reviews, and assist branches with invoice dispute resolutions.
• API Administration: Administer NMA customer requests for API data feed applications, distribute access keys upon Global Head Office approval, and manage upcoming expirations.
• Continuous Improvement: Complete assigned Learning Management System (LMS) modules and apply change management principles to optimize internal processes.
• Customer Stakeholder: Direct communication with CE National Major Account customers, HCA Branch Senior Management, and the National CE NMA Sales Manager, as well as indirect collaboration with the HCA Fleet Solutions department for contract and AMT systems support.

About You

• Qualifications: Bachelor of Business or Tertiary qualification in Engineering or Bachelor of Commerce alongside a current driver’s license.
• Experience: Minimum 2 to 4 years in customer support operations, technical account management, or after-sales service administration (ideally within heavy machinery, or industrial equipment sectors).
• Skills & Competencies: Excellent written and verbal communication for managing customer disputes and liaising across different organizational levels.
• Reporting: Strong proficiency in data reporting (telemetry and DMS accounts); advanced Microsoft Office literacy with data visualization and reporting skills.
• Mindset & Organization: Service-oriented and detail-driven, with exceptional organizational skills for tracking SLAs and applying continuous improvement or change management principles.
• Systems Familiarity: Preferential knowledge of Global e-Service, OEM telemetry databases, or business database platforms.

Hitachi Benefits - What's On Offer

• Rewarding Salary Package: Competitive salary + Earn company biannual bonuses!
• Exclusive Employee Perks: Access to our Employee Orange Benefits Program, offering discounts on a wide range of everyday goods and services.
• Supportive & Inclusive Culture: Work with approachable leaders who value your ideas, encourage innovation, and support your success.
• Health & Wellbeing: Discounted Medibank health insurance plus access to our Employee Assistance Program (EAP) for you and your family.
• Refer & Be Rewarded: Earn cash rewards through our Employee Referral Program when you successfully refer a friend.
• Family-First Benefits: Paid parental leave policy to support you and your family during life’s important moments.

At Hitachi, we are proud to be an Equal Opportunity Employer who recruits based on merit and capabilities. We encourage and support a diverse talent pool of skill, ethnicity, and gender, to create a wide culture of shared values and enriched experiences in our business.

As part of our recruitment process, successful candidates may be required to undergo background checks, including (but not limited to) criminal history record checks and employment medical assessments.