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Technical Service Manager

Location: Chicago, Illinois, United States
Job ID: 44573
Date Posted: Nov 18, 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

Technical Service Manager

Company: Hitachi America, Ltd.

Division: Industrial Components & Equipment Division

Location: Charlotte, NC or Chicago, IL

Status: Regular, Full-Time

Summary:

Hitachi America, Ltd., (www.hitachi-america.us) is looking for a Technical Service Manager.  

This position exists to execute areas of technical support, service administration, product updates, warranty tracking and technical distributor training for the Marking and Coding Products. 

The 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 distributors. 

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: 

  • 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 inquiries.
  • Manage and/or supervise the Warranty process for the Marking and Coding product line. 
  • 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 customers.
  • 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 current.
  • Manage and assist in sample marking and sample record management.

Qualifications

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

  • 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 is required.
  • Ability to mechanically and electrically troubleshoot Marking and Coding products is required.
  • Excellent Service familiarity of competitive brands of Marking and Coding products (Market awareness)
  • 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
  • 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 write and speak in Spanish is a plus
  • 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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