The Opportunity 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.
How You'll Make An Impact
- 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.
Your Background
- 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.
- Knowledge in phone software to customer service is desirable.
- Salesforce desirable.
- Knowledge in SAP and Power BI.
More About Us
- Continuous improvement culture.
- Growth globally.
- Hybrid.
- Benefits above the regular in the market.
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Customer Support Specialist employer: Hitachi Energy
Hitachi Energy is an exceptional employer that fosters a collaborative and innovative work culture, where employees are empowered to drive impactful solutions in the power systems market. With a strong focus on professional development, employees have access to extensive growth opportunities and resources to enhance their skills. Located in the United States, this role offers the unique advantage of working at the forefront of energy technology, contributing to sustainable infrastructure while building meaningful client relationships.
