Customer Support Specialist

Hitachi

39d•Onsite

About The Position

To strengthen our customer support team, we are looking for an electrical engineer who will provide seamless tier 1 support to our customers and the global HAPG network. Due to the technical complexity and essential character of our equipment within our customers' businesses, good know-how of customer service is crucial.

Requirements

Experience in Customer Service with a minimum of 2 years of experience.
Professional in electrical areas or related
Must be fluent in both Spanish and English; any other language would be an advantage
High focus on customers and their needs
Ability to apply a structured and methodical work style during increased pressure to act
Intrinsic attitude to drive innovation and improvement
Ability to act solution-oriented and to vary different approaches, be flexible and creative
Readiness to travel (approx. 10%) on a global basis i.e., for troubleshooting, training or customer meetings

Nice To Haves

Knowledge in phone software to customer service is desirable
Salesforces desirable
Knowledge in SAP and Power BI

Responsibilities

Act as the first point of contact for customers as well as for the global Hitachi Energy service network with regard to service requests, maintenance issues, warranty-related queries, etc.
Be a customer advocate for timely response to issues and for problem resolution and escalation
Document and time-log all activities taken toward resolving customer issues
Where required, support customers during run-time activities and provide online troubleshooting support and resolution
Support in the bidirectional know-how transfer from factory to global service network and vice versa (e.g., newsletters, frequently asked questions, etc.)
Participation in ensuring 24/7 availability
Responsible to ensure compliance with applicable external and internal regulations, procedures and guidelines.