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Sr. Service & Repair Specialist-Inkjet

Location: Charlotte, North Carolina, United States
Job ID: 43216
Date Posted: Oct 15, 2019
Segment: Others (Including Headquarters and R&D )
Business Unit: Hitachi Regional Headquarters
Company Name: Hitachi America, Ltd.
Profession (Job Category): Repair & Maintenance
Job Type (Experience Level): Experienced
Job Schedule: Full-time
Remote: No

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Description

Company: Hitachi America, Ltd.

Division: Industrial Components & Equipment Division

Location: Elk Grove Village, IL

Status: Regular, Full-Time

Summary:

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 & Coding distributors. 

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.

Responsibilities:

  • 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 technical  inquiries.
  • 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 necessary.
  • 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.
  • Maintain 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.

Qualifications

The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • 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 awareness)
  • Knowledge of RS232/LAN Communication Protocols. Multiple platform, Machine to machine interface a plus
  • Customer focus
  • Self-motivated, high initiative, self-directed
  • Strong attention to details
  • Achievement oriented
  • Excellent verbal and written communication skills
  • Proficiency in Microsoft Office suite
  • Ability to lift, up to 50lbs
  • Travel 30-40%, including international trips

       EOE-Females/Minorities/Protected 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 accommodation@hal.hitachi.com. Queries other than accommodation requests will not be responded to.
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