Hitachi - Senior Manager of Customer Support - Technology, & Digital Support

Jordan Sitter Associates; Atlanta (GA); Presencial; USD 150 000 - 190 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Customer service leadership

Analytical thinking

Generative AI utilization

Budget management

Cross-functional collaboration

Ferramentas

MS Office

Descrição da oferta de emprego

Hitachi - Senior Manager of Customer Support - Technology, & Digital Support

Reporting into the VP of Customer Care, this leader will provide customer care for telematics programs and subscription services for IT or Telematics

27th August, 2026

SUMMARY

Reporting into the VP of Customer Care, this leader will provide excellent customer care for systems and processes offered to dealers and customers. The customer care functions have responsibility for subscriptions and programs that are offered in the Customer Care channel. These subscriptions such as central telematics programs and customer subscription services for IT or Telematics. Provide support to dealers and customers through the management of the technical support central customer care center and service operations, assuring a smooth efficient workflow within all sections of the department as well as other departments, other functions of HCMA, HCM, and key suppliers or partners.

RESPONSIBILITIES

• Manager 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 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

SUMMARY

Reporting into the VP of Customer Care, this leader will provide excellent customer care for systems and processes offered to dealers and customers. The customer care functions have responsibility for subscriptions and programs that are offered in the Customer Care channel. These subscriptions such as central telematics programs and customer subscription services for IT or Telematics. Provide support to dealers and customers through the management of the technical support central customer care center and service operations, assuring a smooth efficient workflow within all sections of the department as well as other departments, other functions of HCMA, HCM, and key suppliers or partners.

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

Key KPI's

• PL for Subscription Services
• Customer satisfaction survey's (to be instituted within one year of start date)
• Extended warranty sales and profit

EDUCATION & EXPERIENCE

• 10+ years practical working experience in after sales support or management related activities.
• The ability to analyze data obtained from machinery and other sources
• Knowledgeable market perspective
• Team Player, positive attitude and disposition
• Customer Service, forward thinking
• Analytical, process oriented, and excellent root cause analytics experience
• Detail oriented, effective communication
• Proficient in Microsoft Office and Suite products
• Good generative AI utilization