Components & Equipment Division
Location: Elk Grove Village, IL
Hitachi America, Ltd., (www.hitachi-america.us) is
looking for a Sr.Service & Repair Specialist. This position exists
to execute areas of technical support, service administration, product
technical updates, warranty tracking and technical distributor training for the
Marking & Coding Products. The prime directive being to ensure that all Marking
& Coding distributors are properly trained, and all product issues are
resolved in an expeditious fashion. This
individual is the “call center” for all technical and troubleshooting
inquiries. This person will make field
calls to customers, troubleshooting, support installations, and assist in
tracking product quality as a function of Warranty costs over time. This person shall also help differentiate,
create and qualify additional services that create value for Marking &
To ensure quality, this individual will
possess technical application knowledge as to operate, test, and repair all Marking
& Coding products. This person shall
quantify and provide input to Japan-side engineering regards product quality
and enhancements related to technical issues needed for the Americas
Market. This position will also be a
liaison between Hitachi America, Ltd and Japan to ensure that product issues
are resolved and approved as related to each engineering group.
- Primary support
to distribution partners and end user customers as necessary to resolve
all technical related product issues.
Supervised all service/warranty/quality calls for Marking &
Coding distributors to ensure speed resolution.
- Provide a monthly
dashboard to the upper management in relation to the product issues and
- Lead the Warranty
process for the Marking & Coding product line. Assess field warranty requests and
facilitate “root cause analysis” with Japan side to ensure “Quality” to
closure in all Marking & Coding Products. Track Warranty per product/component and
provide regular reporting to the Product Specialist for further analysis.
- Develop and
implement training programs and teaching materials and conduct training of
all Marking & Coding distributor service personnel relative to how to
service, rebuild, troubleshoot etc. all Hitachi Marking & Coding Printers
Products. Create, maintain and
publish service bulletins, application notes, etc.
- Service Oriented
reviews of all manuals, technical guides and other service related
descriptive documents. Develop and
distribute Technical bulletins related to the Marking & Coding product
as needed. These activities will be
in coordination with Marking & Coding Product specialist. Coordination with all departments as
- Responsible for
being liaison for Marking & Coding Products for Japan-side service
issue resolution related to product problems.
- Research and
identify service oriented product enhancements and/or create strategy to
increase Marking & Coding Market Strength via service programs. Work with Senior Sales Manager and
communicate to Japan-side in coordination with Product Specialist for new
product/business opportunity consideration.
- Assist in
evaluation of prospective Americas suppliers of products and/or services
to Marking & Coding Products Group.
- Participate with
Senior Sales Manager and/or other HAL business groups to strengthen the
Hitachi Brand Value to prospective customers at Trade exhibitions.
- Assist Product
Specialist in the development of hardware/software peripheral products
necessary to enhance Marking & Coding Product offering.
Technical offerings on the Marking & Coding Products distributor web
site in coordination with Product specialist. Assure that latest software updates and
technical bulletins are up to date and current.
- Assist in sample
marking and sample record management.
requirements listed below are representative of the knowledge, skill, and/or
- Minimum of 5+ years of service experience in the Ink Jet related industry is required.
- Ability to write
and speak in Spanish is preferred.
- Service and
Application Knowledge of Ink Jet and related Marking & Coding Products
- Ability to
mechanically and electrically troubleshoot Marking & Coding products
- Excellent Service
familiarity of competitive brands of Marking & Coding products (Market
- Knowledge of
RS232/LAN Communication Protocols. Multiple platform, Machine to machine
interface a plus
- Customer focus
high initiative, self-directed
- Strong attention
- Excellent verbal
and written communication skills
- Proficiency in
Microsoft Office suite
- Ability to lift,
up to 50lbs
- Travel 30-40%, including
Veterans/Individuals with Disabilities
If you need a reasonable accommodation to apply for a job at Hitachi, please send the nature of request and contact information to email@example.com. Queries other than accommodation requests will not be responded to.