Head of Customer Care - Telematics & Subscriptions

Jordan Sitter Associates; Atlanta (GA); On-site; USD 150,000 - 190,000; Full time

Job summary

Hitachi in Atlanta seeks a Senior Manager of Customer Support to lead telematics and subscription services for IT and telematics programs. You will report to the VP of Customer Care and oversee the central support center, ensuring smooth workflows across HCMA, HCM and key suppliers.

You will manage budgets, drive process improvements, and champion Generative AI initiatives within the customer care organization while coordinating with dealers and customers to deliver exceptional service.

Qualifications

• 10+ years in after-sales support or management roles.
• Ability to analyze data from machinery and other sources.
• Strong customer service mindset with process improvement focus.
• Proficient in Microsoft Office suite and data tools.
• Experience with Generative AI applications for support operations.

Responsibilities

• Lead technical support subscription services including Consite and API telematics programs.
• Manage programs such as Extended Warranty and PM programs.
• Escalate serious customer issues to appropriate departments.
• Make decisions on customer complaints related to services and systems.
• Develop and manage the budget for the Central Customer Care department.
• Promote Generative AI adoption within Customer Care.
• Oversee service agreements with dealers and subscription systems (Connect, Consite, Telematics API).
• Support dealers and customers to ensure smooth workflow across departments.

Skills

Customer service leadership

Analytical thinking

Generative AI utilization

Budget management

Cross-functional collaboration

Tools

MS Office

Job description

Hitachi in Atlanta seeks a Senior Manager of Customer Support to lead telematics and subscription services for IT and telematics programs. You will report to the VP of Customer Care and oversee the central support center, ensuring smooth workflows across HCMA, HCM and key suppliers.

You will manage budgets, drive process improvements, and champion Generative AI initiatives within the customer care organization while coordinating with dealers and customers to deliver exceptional service.