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Customer Support Manager

Location: Istanbul, AH, Turkey
Job ID: R0051351
Date Posted: May 14, 2024
Segment: Green Energy & Mobility
Business Unit: Hitachi Energy
Profession (Job Category): Sales, Marketing & Product Management
Job Type (Experience Level): Management
Job Schedule: Full time
Remote: No

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At Hitachi Energy, our purpose is advancing a sustainable energy future for all. We bring power to our homes, schools, hospitals, and factories. Join us and work with fantastic people, while learning and developing yourself on projects that have a real impact to our communities and society. Bring your passion, bring your energy, and be part of a global team that appreciates a simple truth: Diversity + Collaboration = Great Innovation

We seek for a Customer Support Manager who will provide vital support on business within the Distribution Transformers Business Unit. The Project Execution Team is at the heart of our organization, meeting and exceeding customer expectations while helping to build a sustainable

and profitable future. Reporting to the Project Management Office Manager you will maintain and enhance customer satisfaction by providing excellent service at all stages of the projects. 

Your responsibilities

  • Responsible for Customer Support Team’s Management.
  • Leading the execution of aftersales projects and ensuring that all related activities are executed in accordance with company procedures, contract specifications, quality standards, health and safety, environment requirements, cost/profitability targets, and scheduling goals.
  • Assisting Project Controlling to define all provisions, including scope and financial plans, scheduling and risk management plans.
  • Monitoring and controlling project progress, resource utilization, and project financials while overseeing project invoicing status, cost, expenses and cash flow.
  • Identifying, qualifying, quantifying and managing risk calculation, while ensuring that all opportunities are identified and pursued.
  • Assisting the Quality Department to define all RCAs, 8D, M&S and CCRP processes.
  • Deliver results according to the operational/project targets (e.g. OTD, CCRP ROTD, quality, etc.) to improve net promoter score (NPS).
  • Coordinating with the Procurement and Logistics team to successfully negotiating for and procuring the required services, materials and equipment for the project from internal and external suppliers.
  • Coordinating with the Procurement and Logistics team to successfully negotiating for and procuring the required services, materials and equipment for the project from internal and external suppliers.
  • Building and maintaining strong relationships with internal and external stakeholders, acting as a key contact for customer enquiries and an escalation point for project issues.
  • Ensuring that the service activites complies with relevant environmental policies, health and safety guidelines.
  • Living core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Your background

  • Bachelor’s degree in Electrical, Mechanical, Mechatronics or Industrial Engineering.
  • 5+ years of experience in Site Service, Production, Quality and Design in Transformer Business and collaboration with other related departments.
  • Excellent command of oral and written English and Turkish. Additional languages are plus.  
  • Demonstrated experience in project scope, cost, schedules, vendors, and subcontractors’ management.
  • Being able to manage projects and communicate effectively.
  • Being committed to excellence, customer, and action oriented, decision making and according to situation flexibility.
  • Excellent attention to details.
  • Leadership and Organization Management skills
  • Negotiation and problem-solving capability.
  • Great social skills.
  • Result-orientated mindset.
  • A collaborative, solutions-oriented approach, and strong communication.
  • Knowledge of MS Office applications including MS Projects.
  • Having a valid driving license and no obstacles for traveling.
  • Completed military service for male applicants.
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