Customer Service & Aftermarket Operations Leader

Talentify; Michigan City (IN); On-site; USD 90,000 - 120,000; Full time

Job summary

Hitachi Global Air Power US, LLC in Michigan City, IN is seeking a Manager, Customer Service & Aftermarket Operations to lead the customer support ecosystem including Technical Service, CRC, and MAP Site Operations. You will drive customer satisfaction, automate processes, and manage a diverse team across functions such as engineering, sales, and product development.

The role demands strong leadership, process improvement, and a commitment to best-in-class service delivery with travel as

Qualifications

• Management of call center or customer service team.
• Experience in an industrial/manufacturing environment with technical aptitude.
• Leading and mentoring a diverse team.

Responsibilities

• Develop and implement policies for Technical Sales/Service Support Teams.
• Oversee customer service levels and standards.
• Plan, prioritize and delegate work for department effectiveness.
• Ensure resources and tools for quality service delivery.
• Address low NPS survey results with teams.
• Resolve complex escalated customer service issues.
• Automate processes and enable digital self-service with data.
• Identify process improvements to boost quality and profitability.
• Evaluate staff performance and coaching needs.
• Collaborate with engineering on aftermarket concerns.
• Travel and overnight duties as needed.

Skills

Call center management

Industrial manufacturing

Team leadership

Coaching & mentoring

Education

Bachelor's degree in Manufacturing or Business Administration

Job description

Hitachi Global Air Power US, LLC in Michigan City, IN is seeking a Manager, Customer Service & Aftermarket Operations to lead the customer support ecosystem including Technical Service, CRC, and MAP Site Operations. You will drive customer satisfaction, automate processes, and manage a diverse team across functions such as engineering, sales, and product development.

The role demands strong leadership, process improvement, and a commitment to best-in-class service delivery with travel as