Global Customer Care (GCC) Professional – Field Dispatch

Hitachi Vantara; Kuala Lumpur; On-site; MYR 48,000 - 80,000; Full time

Job summary

Hitachi Vantara is seeking a GCC Professional – Field Dispatch to manage technical inquiries and customer cases. This critical role focuses on delivering technical support, fostering customer loyalty through excellent service. Ideal candidates are proficient in multiple languages, possess technical skills in data systems, and can thrive in a fast-paced environment.

Benefits

Industry-leading benefits

Flexible arrangements

Work-life balance

Qualifications

• Fluent in spoken and written English, Mandarin, or Japanese; Cantonese is also preferred.
• Experience in customer support centers and customer service environments.
• Effective communication skills in required languages.

Responsibilities

• Handle technical calls and inquiries, providing updates and order management.
• Monitor HRO alerts and assist field engineers with inquiries.
• Complete technical and administrative tasks following SOPs.

Skills

Technical skills in data storage

Networking

Operating systems

Education

Degree or equivalent experience

Tools

Salesforce

Job description

Our Company

We’re Hitachi Vantara, the data foundation trusted by the world’s innovators. Our resilient, high-performance data infrastructure enables customers—from banks to theme parks—to focus on achieving incredible results with data.

If you’ve seen the Las Vegas Sphere, you’ve seen how we empower businesses to automate, optimize, innovate, and impress their customers. Currently, we’re laying the foundation for our next wave of growth. We seek individuals who enjoy being part of a diverse, global team and are excited about making a real-world impact with data.

Job Purpose:

The GCC Professional – Field Dispatch is responsible for handling highly technical requests from customers, partners, engineers, and internal teams. This includes monitoring and managing HRO alerts (Hitachi Remote Operations) following standard operating procedures (SOPs) using our knowledge base.

This critical role creates lasting impressions with our customers and partners by demonstrating technical excellence and the support quality expected from Hitachi Vantara. Such impressions foster loyalty and drive future revenue.

Principal Accountabilities:

1. Handle incoming and outgoing technical calls and inquiries in required languages.
2. Create cases in Hitachi Vantara CRM following SOPs via the knowledge base.
3. Manage calls and cases from start to finish, providing updates and obtaining information from relevant parties.
4. Order and manage parts for partners and field engineers as needed.
5. Generate emergency license keys for engineers.
6. Complete allocated technical and administrative tasks daily, weekly, or monthly.
7. Follow escalation procedures to transfer cases to appropriate management and support groups.
8. Ensure cases are up-to-date and accurate.
9. Monitor and manage HRO alerts, queues, and views, ensuring timely actions.
10. Qualify cases and troubleshoot problems before engaging field engineers.
11. Escalate cases requiring remote assistance to the Global Support Center (GSC).
12. Manage country dispatch exceptions based on rules, error sheets, and knowledge base.
13. Raise Work Order requests with detailed action plans and parts lists, engaging Field Engineers via CRM (Salesforce) per SOP.
14. Provide first-line support for support portal inquiries.

Essential Qualifications:

• Technical skills in data storage, networking, compute, operating systems, or software applications.
• Degree or equivalent experience in required languages.
• Fluent in spoken and written English, Mandarin, or Japanese; Cantonese is also preferred.
• Strong aptitude for learning new skills.
• Effective communication skills in required languages.
• Team player capable of working under pressure.
• Ability to produce quality work in a busy environment.
• Experience in customer support centers and customer service environments.
• Professional telephone manner.

Preferred Qualifications:

• Experience with customer support tools like Salesforce.
• Knowledge of the culture of the spoken languages.
• Additional language skills are a plus.

Impact and Scope: This role is vital in ensuring customer satisfaction and operational efficiency, influencing customer loyalty and company revenue.

About us

We’re a global team of innovators harnessing engineering excellence and passion for insight to co-create solutions to complex challenges. We turn organizations into data-driven leaders, making positive impacts on industries and society. If you believe in inspiring the future through innovation, join us to fulfill your purpose and potential.

Championing diversity, equity, and inclusion

Diversity, equity, and inclusion (DEI) are core to our culture. We value diverse perspectives and support your uniqueness. We encourage applicants from all backgrounds to apply and reach their full potential.

How we look after you

We offer industry-leading benefits, support, and services prioritizing your health and wellbeing. We promote work-life balance with flexible arrangements (role and location dependent). Join us to experience belonging, autonomy, and ownership, working alongside talented colleagues.

We are an equal opportunity employer. If you need reasonable accommodations during recruitment, please let us know to support your success.