Customer Support Specialist

Hitachi Energy; Hamilton; Hybrid; CAD 55,000 - 70,000; Full time

Job summary

A leading company in energy solutions is seeking a Customer Support Specialist to enhance customer satisfaction and support sales operations. This role involves collaboration with various teams and requires strong communication and relationship-building skills. Ideal candidates will have a background in engineering and customer service, and will contribute to innovative solutions in a hybrid work environment.

Benefits

Comprehensive insurance coverage

Attractive pension plan contributions

24/7 employee and family assistance program

Wellness and fitness programs

Hybrid work-from-home policy

Qualifications

• Minimum 5 years of customer-facing experience.
• Sales experience is advantageous.

Responsibilities

• Collaborate with Account Managers and sales teams to provide customer support.
• Manage RFQs and coordinate bids with Business Units.
• Build and maintain strong customer relationships.

Skills

Communication

Relationship Building

Education

Engineering Degree

Tools

Sales Force CRM

Job description

Join to apply for the Customer Support Specialist role at Hitachi Energy.

Hitachi Energy is a pioneering technology leader committed to increasing access to affordable, reliable, sustainable, and modern energy for all. Our solutions impact over three quarters of the world’s population, supporting essential services like lighting, healthcare, and education. With over 100 years of engineering heritage and a diverse workforce of more than 40,000 employees across 90+ countries, we prioritize social, environmental, and economic values for a sustainable society.

About the Role

Reporting to the Vice President of Sales Operations, the Customer Support Representative will assist the Ontario account management team by coordinating customer tenders, managing opportunities in our SRM tool, reviewing customer terms & conditions with legal and insurers, and supporting order execution issues. The role involves sustained interaction with customers and factories.

Responsibilities

• Collaborate with Account Managers, Regional Industry Sales Managers, sales agents, and technical sales teams to provide a unified customer interface.
• Support regional 3rd Party Agents.
• As a key member of the Front End Sales (FES) team, promote and assist in selling our products and services to meet regional and channel objectives.
• Manage RFQs and coordinate bids with Business Units for timely submissions.
• Respond to customer inquiries via phone and written communication regarding information, quotations, follow-ups, etc.
• Filter and escalate high-potential leads to the Regional Sales Director, acting as the main contact for customers.
• Build and maintain strong customer and Business Unit relationships.
• Identify and help develop new tools and processes to improve customer support.
• Utilize group tools for market feedback, including pricing and competitor activities.
• Proactively manage customer satisfaction and dissatisfaction (CCRP).
• Uphold Hitachi Energy’s core values of safety and integrity, taking responsibility for actions and caring for colleagues and the business.

Qualifications

• Minimum 5 years of customer-facing experience.
• Sales experience is advantageous.
• An Engineering Degree or equivalent is beneficial.
• Ability to work effectively in cross-functional teams involving customers, production, and service units.
• Excellent communication skills, both oral and written.
• Capable of working independently under tight deadlines and managing multiple tasks.
• Strong relationship-building skills with a customer-oriented approach.
• Knowledge of Sales Force CRM is an asset.

Compensation and Benefits

• Comprehensive insurance coverage (medical, dental, life, disability) and telemedicine access.
• Attractive pension plan contributions.
• 24/7 employee and family assistance program.
• Wellness and fitness programs.
• Hybrid work-from-home policy.

Equal Opportunity Statement

Hitachi Energy is committed to advancing a sustainable energy future for all. We serve utility, industry, and infrastructure sectors with innovative solutions, pioneering technologies, and digital transformation initiatives to accelerate the energy transition towards a carbon-neutral future. With a presence in over 140 countries and more than 38,000 employees, we are dedicated to creating a sustainable, flexible, and secure energy system.