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

Jordan Sitter; Atlanta (GA); Presencial; USD 120.000 - 180.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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

Conocimientos

Customer care leadership

Data analysis

Generative AI utilization

Microsoft Office proficiency

Team leadership

Educación

10+ years in after sales support/management

Herramientas

CRM systems

Subscriptions/PM programs

Descripción del empleo

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

Location: GA, Atlanta

Contract: Permanent (Full-Time)

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