Hitachi – Senior Manager of Customer Technology & Digital Support

Reputable Recruiting, LLC; Newnan (GA); On-site; USD 120,000 - 160,000; Full time

Job summary

Reputable Recruiting, LLC is seeking a senior leader to oversee customer care for dealer and customer subscriptions and programs, including telematics and IT services. You will manage the central care center, ensuring smooth workflows and collaboration with HCMA, HCM, and key suppliers.

You will guide a team, drive budget planning, and promote Generative AI utilization to elevate service quality and customer satisfaction across the subscription ecosystem.

Qualifications

• 10+ years in after-sales support or management roles.
• Ability to analyze data from machinery and other sources.
• Strong market perspective.
• Team player with a positive attitude.
• Customer service mindset and forward thinking.
• Analytical, process oriented with root-cause analytics experience.
• Detail oriented with effective communication.
• Proficient in Microsoft Office and Suite products.
• Good Generative AI utilization.

Responsibilities

• Lead technical support subscription services including Consite and Telematics API.
• Manage programs such as Extended Warranty and PM programs.
• Lead team supporting programs as defined.
• Escalate serious customer issues to appropriate departments.
• Make decisions on customer complaints related to services and systems.
• Create and manage budget for Central Customer Care department.
• Promote Generative AI utilization in Customer Care area.
• Manage service agreements with dealers and subscription & services system agreements, including Connect, Consite, and Telematics API.

Skills

Generative AI utilization

Team leadership

Root-cause analytics

Microsoft Office

Customer service

Tools

Consite

Telematics API

Job description

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.
• Manage 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.