Strategic Accounts Tech Support for Heavy Equipment

Jordan Sitter Associates; Phoenix (AZ); Sur place; USD 70 000 - 95 000; Plein temps

Résumé du poste

Hitachi Construction Equipment in Scottsdale seeks a Service Coordinator for Heavy Equipment to support strategic accounts with technical inquiries, troubleshooting, and field reports. You will partner with dealer networks to resolve issues, manage service campaigns, and deliver technical guidance.

The role emphasizes collaboration across teams, remote diagnostic support, and ensuring warranty processes are followed meticulously, with a strong customer-first approach.

Qualifications

• 5-10 years of hands-on experience with excavators and wheel loaders.
• Advanced knowledge of hydraulic, electrical, and powertrain systems.
• Strong customer-focused mindset with a service-oriented approach.
• Proficiency in Microsoft Office (Word, Excel) and general computer skills.
• Exceptional communication, presentation, and collaboration skills.
• Excellent organizational and prioritization abilities.
• Self-starter with the ability to work independently and within a team.

Responsabilités

• Partner with strategic accounts to diagnose and resolve technical issues in a timely manner
• Monitor and review active cases across the dealer network to ensure prompt resolution
• Create and manage detailed Field Information Reports (FIRs) with accurate troubleshooting data
• Track and ensure completion of all service campaigns within required timelines
• Deliver training and technical guidance to strategic account technicians
• Support additional tasks and initiatives as assigned by management
• Provide remote troubleshooting support using Hitachi diagnostic software
• Provide technical parts assistance to strategic accounts
• Ensure parts manuals and documentation are current within Smart Equip
• Collaborate with HCMA parts teams to deliver accurate technical support
• Assist strategic accounts in properly filing warranty claims
• Partner with accounts to improve warranty reimbursement rates and processes

Connaissances

Hands-on equipment experience

Hydraulic systems knowledge

Electrical systems knowledge

Powertrain systems knowledge

Customer-focused

Microsoft Office

Communication skills

Organizational skills

Team collaboration

Outils

Hitachi diagnostic software

Smart Equip

Microsoft Office (Word, Excel)

Description du poste

Hitachi Construction Equipment in Scottsdale seeks a Service Coordinator for Heavy Equipment to support strategic accounts with technical inquiries, troubleshooting, and field reports. You will partner with dealer networks to resolve issues, manage service campaigns, and deliver technical guidance.

The role emphasizes collaboration across teams, remote diagnostic support, and ensuring warranty processes are followed meticulously, with a strong customer-first approach.