Customer Support Specialist

Hitachi Energy; Saint-Laurent-de-l'Île-d'Orléans; Hybrid; CAD 65,000 - 95,000; Full time

Benefits offered by this job

Hybrid work model

Above-market benefits

Job summary

Hitachi Energy is seeking an electrical engineer to strengthen our Tier 1 customer support for the global HAPG network. You will be the first contact for customers, ensuring timely responses, issue resolution, and thorough documentation of activities.

The role requires 2+ years in customer service, a professional electrical background, and fluency in English and Spanish, with travel up to 10% globally. Hybrid work setup offered with opportunities for knowledge transfer and continuous improvement.

Qualifications

• Minimum 2 years in Customer Service in a technical setting.
• Electrical background with understanding of electrical systems.

Responsibilities

• Serve as first contact for customers and Hitachi Energy service network.
• Advocate for timely response and issue resolution.
• Document and log activities related to customer issues.
• Provide online troubleshooting support when needed.
• Support knowledge transfer between factory and global service network.
• Help ensure 24/7 availability and compliance with regulations.

Skills

Customer service

Electrical knowledge

Bilingual (English/Spanish)

Problem solving

Structured work style

Travel readiness

Education

Electrical engineering background

Tools

SAP

Power BI

Salesforce

Job description

The Opportunity To strengthen our customer support team, we are looking for an electrical engineer who will provide seamless tier 1 support to our customers and the global HAPG network. Due to the technical complexity and essential character of our equipment within our customers' businesses, good know-how of customer service is crucial.

How You'll Make An Impact

• Act as the first point of contact for customers as well as for the global Hitachi Energy service network with regard to service requests, maintenance issues, warranty-related queries, etc.
• Be a customer advocate for timely response to issues and for problem resolution and escalation.
• Document and time-log all activities taken toward resolving customer issues.
• Where required, support customers during run-time activities and provide online troubleshooting support and resolution.
• Support in the bidirectional know-how transfer from factory to global service network and vice versa (e.g., newsletters, frequently asked questions, etc.).
• Participation in ensuring 24/7 availability.
• Responsible to ensure compliance with applicable external and internal regulations, procedures and guidelines.

Your Background

• Experience in Customer Service with a minimum of 2 years of experience.
• Professional in electrical areas or related.
• Must be fluent in both Spanish and English; any other language would be an advantage.
• High focus on customers and their needs.
• Ability to apply a structured and methodical work style during increased pressure to act.
• Intrinsic attitude to drive innovation and improvement.
• Ability to act solution-oriented and to vary different approaches, be flexible and creative.
• Readiness to travel (approx. 10%) on a global basis i.e., for troubleshooting, training or customer meetings.
• Knowledge in phone software to customer service is desirable.
• Salesforce desirable.
• Knowledge in SAP and Power BI.

More About Us

• Continuous improvement culture.
• Growth globally.
• Hybrid.
• Benefits above the regular in the market.