Customer Service Manager

Job title: Customer Service Manager

Location: Michigan City, IN

The Company

We build the machines that power industry. We are Hitachi Global Air Power, a leading global industrial compressed air manufacturer driving the innovations that keep the world moving.

From our headquarters in Michigan City, Indiana, our compressed air solutions power manufacturing operations all around the globe; from food and beverage to life-saving pharmaceuticals and cutting-edge semiconductor chips. Our portable compressors provide the air power to build roads and bridges, lay pipelines and aid in oil and gas mining and production.

We are a team of innovators, engineers, and quality experts with a shared vision to create the next generation of efficient, environment-forward compressed air solutions that meet the demands of today, while boldly contributing to a sustainable, circular economy. With more than 60 years of legacy and trusted performance through our brands - Hitachi, Sullair, and Champion (Australia), we are proud of our reputation for reliability, durability, and performance and groundbreaking engineering.

Join us in building a future where your work has an impact. At Hitachi Global Air Power, you’ll be part of a global network that’s shaping the future of industrial power.

Summary of the position:

The Manager, Customer Service & Aftermarket Operations, is responsible for leading the company's customer support ecosystem, including Technical Service, Customer Response Center (CRC), Service Training, IoT/System Communications, and MAP Site Operations. This position drives customer satisfaction, operational excellence, process automation, and aftermarket support readiness while leading a diverse team of customer-facing professionals. The role serves as a key liaison between customers, engineering, sales, operations, and product development to ensure best-in-class customer experience and service delivery.

Duties and responsibilities:

• Develop and implement policies and procedures related to the Technical Sales/Service Support Teams.
• Oversee the achievement and maintenance of established customer service levels and standards.
• Plan, prioritize and delegate work tasks to ensure proper functioning of the departments.
• Ensure the necessary resources and tools are available for quality customer service delivery.
• Review customer complaints and address Net Promoter Score (NPS) low survey results with customer and Customer Service teams.
• Resolve complex and escalated customer service issues.
• Analyze relevant data to define goals through automation of customer service outputs.
• Automate all processes that are able.  Enable automation through ensuring our digital self-service functions are operating fully and are populated with all of the necessary product data.
• Identify and implement strategies for process improvement to improve quality of service, productivity and profitability.
• Evaluate and manage staff performance.
• Identify and address staff training and coaching needs.
• Participate actively in the new product development (NPD) process to ensure aftermarket parts support readiness.
• Coordinate with engineering to ensure that technical sales and aftermarket concerns and questions are addressed.
• Some travel and overnight responsibilities are required.

Qualifications:

Education:

• Bachelor’s degree in Manufacturing or Business Administration

Professional experience:

• Management of call center or customer service team.
• Experience in an industrial/manufacturing environment with technical aptitude and interest in learning the full product line is strongly preferred.
• Prior experience leading/managing a diverse team.
• Prior experience with coaching, mentoring, team building.

Key behaviors:

• In-depth knowledge of customer service principles and practices.
• Ability to institute and maintain a metric based performance evaluation tool.
• Ability to collaborate and build relationships across the organization.
• Excellent communication skills.

Direct reports:

• undefined

• • Technical Service Supervisor
  • Training Manager
  • MAP Plant Operations Supervisor
  • IoT/Systems Communication Agent
  • CRC team

The successful candidate is responsible for complying with Hitachi Global Air Power US Code of Ethics and related policies. In performing the job, the incumbent shall take all steps necessary to comply with our safety rules and requirements and must actively support the organization's efforts to meet and exceed its goals of creating and maintaining a safe workplace.

This description is to serve as a guide. It is intended to be flexible and will continue to evolve over time with business needs and demands and may be updated periodically and at the Company's discretion.

Hitachi Global Air Power US is an equal opportunity employer and will not discriminate based on race, religion, color, age, gender, sexual orientation, national origin, genetic information, veteran status, physical or mental disability, or other protected categories under applicable law, whether in recruitment, employment, promotion, transfer, compensation, or other conditions of employment.