Remote Service Engineer/Technical Specialist(Mandarin/Cantonese) (Global Customer Care (GCC) Pr[...]

Hitachi Vantara Corporation; Location (WV); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading data solutions company is seeking a Remote Service Engineer to handle technical requests and manage customer communications. The ideal candidate is fluent in English and Mandarin or Japanese, with strong technical skills and customer support experience. Join a diverse global team committed to innovation and excellence.

Benefits

Inclusive culture

Growth opportunities

Flexible work environment

Qualifications

• Technical skills in data storage, networking, and software applications required.
• Fluent in English, Mandarin or Japanese, and preferably Cantonese.
• Experience in customer support and service environments is essential.

Responsibilities

• Handle technical requests and manage calls from customers.
• Create and track cases in CRM according to SOPs.
• Monitor and manage alerts and dispatch exceptions.

Skills

Technical skills/experience in data storage, networking

Fluent command of spoken and written English

Strong and confident communicator

Team player

Ability to learn new skills

Education

Degree level or equivalent experience

Tools

Salesforce

Job description

Remote Service Engineer/Technical Specialist(Mandarin/Cantonese) (Global Customer Care (GCC) Professional – Field Dispatch)

Function: HV GCSS

Requisition ID: 1033686

Job Title: Remote Service Engineer(Mandarin/Cantonese) (Global Customer Care (GCC) Professional – Field Dispatch)

Our Company

We’re Hitachi Vantara, the data foundation trusted by the world’s innovators. Our resilient, high-performance data infrastructure means that customers – from banks to theme parks – can focus on achieving the incredible with data.

If you’ve seen the Las Vegas Sphere, you’ve seen just one example of how we empower businesses to automate, optimize, innovate – and wow their customers. Right now, we’re laying the foundation for our next wave of growth. We’re looking for people who love being part of a diverse, global team – and who get excited about making a real-world impact with data.

Job Purpose:

The GCC Professional – Field Dispatch is responsible for receiving and processing highly technical requests from customers, partners, engineers, and internal teams, as well as monitoring and managing HRO alerts (Hitachi Remote Op’s) in accordance with standard operating procedures (SOPs) using the knowledge base. This is a critical role that will set lasting impressions with our customers and our Partners, demonstrating technical excellence and the quality of support they expect from Hitachi Vantara at every interaction. These lasting impressions create loyalty and help drive future revenue.

Principal Accountabilities:

• Handle incoming and outgoing technical calls and enquiries from customers, partners, and engineers in the required languages
• Create cases in Hitachi Vantara CRM following SOPs through the knowledge base
• Manage calls/cases effectively from start to finish, obtaining updates and providing them to the relevant parties involved
• Order and manage parts on behalf of partner and field engineers when assistance is needed
• Generate emergency license keys for engineers
• Achieve allocated technical and administration tasks set daily, weekly, and/or monthly
• Follow established escalation procedures to transfer call/case/information to all levels of management and support groups
• Ensure the cases owned and handled are up-to-date and accurate
• Monitor and manage HRO alerts, cases, queues, and views, ensuring timely and accurate action in accordance with established processes
• Apply Case Qualifications
• Call customers to technically qualify problems before engaging field engineers
• Escalate cases which require remote assistance to Global Support Center (GSC)
• Manage country dispatch exceptions based on country rules, Error sheets, and knowledge base
• Raise Work Order (WO) requests which include development and provision of high-level action plans and lists of replacement parts, and engage Field Engineers through CRM (Salesforce) for the WO per SOP
• Provide first-line support for our support portal inquiries

Essential Qualifications:

• Technical skills/experience in areas such as data storage, networking, compute, operating systems, software applications, etc.
• Educated to degree level or equivalent experience in required languages
• Fluent command of spoken and written English, Mandarin or Japanese; articulate with clear communication. Cantonese is prepared also.
• A strong aptitude to learn new skills
• Strong and confident communicator in the required languages
• Team player able to work under pressure
• Ability to operate and produce quality work in a busy environment
• Experienced in customer support center and customer service environments
• Professional telephone manner

Preferred Qualifications:

• Experience working in customer support centers using data collection and diagnostic tools and call management systems such as Salesforce
• Experience in the culture of the spoken language
• Experience with any additional languages (not in the pre-requisite)

Impact and Scope: The position plays a crucial role displaying strong technical skills and acumen to ensure customer satisfaction and operational efficiency, influencing both customer and company revenue.

About us

We’re a global team of innovators. Together, we harness engineering excellence and passion for insight to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can a make positive impact on their industries and society. If you believe that innovation can inspire the future, this is the place to fulfil your purpose and achieve your potential.

Hitachi is a global company operating across a wide range of industries and regions. One of the things that sets Hitachi apart is the diversity of our business and people, which drives our innovation and growth. We are committed to building an inclusive culture based on mutual respect and merit-based systems. We believe that when people feel valued, heard, and safe to express themselves, they do their best work. We are proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.