Customer Experience & Aftermarket Operations Manager

hitachi; Michigan City (IN); On-site; USD 75,000 - 115,000; Full time

Job summary

Hitachi Global Air Power US, LLC in Michigan City, IN, seeks a Customer Service Manager to lead the customer support ecosystem, including Technical Service, CRC, IoT/Systems Communications, and MAP Site Operations. You will drive customer satisfaction, operational excellence, and automation while guiding a diverse, customer‑facing team.

Requires a Bachelor's degree in Manufacturing or Business Administration and experience managing a call center or industrial customer service team.

Qualifications

• Experience managing a call center or manufacturing customer service team.
• Industry experience in an industrial/manufacturing setting with technical aptitude is strongly preferred.
• Proven ability to coach, mentor and build diverse teams.

Responsibilities

• Develop and implement policies and procedures related to Technical Service/Support Teams.
• Oversee achievement and maintenance of established customer service levels and standards.
• Plan, prioritize and delegate work tasks to ensure proper functioning of the departments.
• Ensure the necessary resources and tools are available for quality customer service delivery.
• Review customer complaints and address low NPS survey results with the teams.
• Resolve complex and escalated customer service issues.
• Analyze data to define goals through automation of customer service outputs.
• Identify and implement strategies for process improvement to boost quality, productivity and profitability.
• Evaluate and manage staff performance.
• Identify and address staff training and coaching needs.
• Participate in the NPD process to ensure aftermarket parts support readiness.
• Coordinate with engineering on technical sales and aftermarket concerns.

Skills

Call center mgmt

Customer service

Manufacturing environment

Education

Bachelor's degree in Manufacturing or Business Administration

Job description

Hitachi Global Air Power US, LLC in Michigan City, IN, seeks a Customer Service Manager to lead the customer support ecosystem, including Technical Service, CRC, IoT/Systems Communications, and MAP Site Operations. You will drive customer satisfaction, operational excellence, and automation while guiding a diverse, customer‑facing team.

Requires a Bachelor's degree in Manufacturing or Business Administration and experience managing a call center or industrial customer service team.