Hitachi - Senior Manager of Customer Technology & Digital Support

Jordan Sitter Associates; Atlanta, Northern (GA, KY); Hybrid; USD 150,000 - 210,000; Full time

Job summary

Jordan Sitter Associates seeks a senior leader to drive exemplary customer care for dealer and customer subscriptions and programs, including telematics and IT services. You will manage a central customer care center, ensure efficient workflows, and coordinate with HCMA, HCM, suppliers, and partners.

The role emphasizes data analysis, process improvement, and the strategic use of Generative AI to enhance service delivery across subscriptions and programs.

Qualifications

• 10+ years practical working experience in after sales support or management.
• Analytical, process oriented with strong root cause analytics experience.
• Proficient in Microsoft Office and Suite products.
• Good communication and teamwork abilities.

Responsibilities

• Lead technical support subscription services including Consite and Telematics API programs.
• Manage Extended Warranty and PM programs.
• Oversee budgeting for Central Customer Care support department.
• Promote Generative AI utilization in Customer Care.
• Collaborate with dealers, suppliers, and other departments; escalate serious issues as needed.

Skills

Customer care leadership

Analytical thinking

Process orientation

Root cause analytics

Generative AI utilization

Tools

Microsoft Office

Generative AI tools

Job description

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