Technical Service Manager
Components & Equipment Division
NC or Chicago, IL
Hitachi America, Ltd., (www.hitachi-america.us) is
looking for a Technical Service Manager.
position exists to execute areas of technical support, service administration,
product updates, warranty tracking and technical distributor training for the Marking
and Coding Products.
prime directive is to ensure that all Marking and Coding distributors are
properly trained, and all product issues are resolved in an expeditious
fashion. This individual manages: the
“call center” for all technical and troubleshooting inquiries and manage the
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 and Coding
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.
- Manage support
functions to distribution partners and end user customers as necessary to
resolve all technical related product and application issues. Manage all service/warranty/quality
calls for Marking and Coding distributors to ensure speed resolution. Provide a monthly dashboard to
the upper management in relation to the product issues and technical
- Manage and/or
supervise the Warranty process for the Marking and Coding product
- Develop and
implement training programs and teaching materials and conduct training of
all Marking and Coding distributor service personnel relative to how to
service, rebuild, troubleshoot etc. all Hitachi Marking and Coding Printers
Products. Create, maintain and
publish service bulletins, application notes, etc.
- Manage and/or
supervise the reviews of all manuals, technical guides and other service
related descriptive documents. This
would include the publication of Technical bulletins related to the Marking
and Coding product as needed.
- Responsible for
being liaison for Marking and Coding Products for Japan-side service issue
resolution related to product problems.
- Create strategies
to increase Marking and Coding Market Strength via service programs. Work with the Sales team and communicate
to Japan-side in coordination with Product Management team for new
product/business opportunity consideration.
- Assist in
evaluation of prospective Americas suppliers of products and/or services
to Marking and Coding Products Group.
- Participate in
Trade exhibitions to strengthen the Hitachi Brand Value to prospective
- Assist Product Management
team in the development of hardware/software peripheral products necessary
to enhance Marking and Coding Product offering.
- Manage the maintenance
of technical information published in our PartnerZone and ensure that
latest software updates and technical bulletins are up to date and
- Manage and assist
in sample marking and sample record management.
requirements listed below are representative of the knowledge, skill, and/or
- BS degree in Engineering.
- 10+ Years of
Service experience in the Marking and Coding related industry is required.
- 5+ Years of
Managing Service team experience in the related industry is required.
- Service and
Application Knowledge of Ink Jet and related Marking and Coding Products
- Ability to
mechanically and electrically troubleshoot Marking and Coding products is
- Excellent Service
familiarity of competitive brands of Marking and Coding products (Market
- Successful candidates will
present proven capabilities in supervisory and project management.
- 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 write
and speak in Spanish is a plus
- 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 firstname.lastname@example.org. Queries other than accommodation requests will not be responded to.