Head of AI-Driven Customer Support & Telematics

Jordan Sitter

Atlanta (GA)

On-site

USD 120,000 - 180,000

Full time

3 days ago

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Job summary

Hitachi in Atlanta seeks a Senior Manager of Customer Support to lead technology and digital support initiatives for dealers and customers. You’ll oversee central customer care operations, drive program subscriptions, and ensure a smooth workflow across departments and partners.

Reporting to the VP of Customer Care, you will manage budgets, escalate complex issues, and promote AI-assisted services to improve service delivery.

Qualifications

Must have extensive experience leading after-sales support or customer-care teams.
Demonstrated ability to analyze equipment data and improve service processes.
Proven track record of budget management and cross-functional collaboration.

Responsibilities

Manager technical support subscription services including Consite and API telematics programs.
Manage programs such as Extended Warranty and PM programs
Manage team supporting program as defined
Escalate serious customer issues to appropriate departments
Make decision for customer complaints relating to responsible services and systems
Make and maintain a budget for Central Customer Care support department.
Promote the utilization of Generative AI for Customer Care area
Manager service agreements with dealers and subscription & services system agreement, including Connect, Consite, and Telematics API