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Summary of the position:

As a leader of the Hitachi Global Air Power (HGAP) Technical Service Department, the Service Supervisor will lead a group of Technical Service Support Specialists. This position will drive, execute, and oversee the customer service experience within the HGAP Technical Service team. This role will develop new standardized processes to ensure top customer satisfaction and retention. This position will identify and develop skills within the department. This position will work well in a cross functional group with various departments at HGAP to address concerns from the field and drive issues to a timely closure. This role will document service visits and generate reports with action items. Position reports directly to the Manager of Technical Service & Training.

Duties and responsibilities:

• Ensure that customers receive prompt, courteous, and effective service within the department.
• Manage travel to field-based jobsites to meet with customers, including assistance in troubleshooting and repairs.
• Lead a team of service support specialists for all field related service issues.
• Follow standard work for pre- and post-service preparation (submit expense reports, develop service reports, making travel arrangements).
• Working as the leader of the service department, meeting with customers/distributors, and communicating the customer/distributor feedback to HGAP management as Voice of Customer.
• Interview, hire, train, and develop skills of new service support specialists as required.
• Routine involvement in New Product Development.
• Prioritize, distribute, and lead field service work between service support specialists.
• Perform Annual performance reviews for direct reports.
• Assist in writing/creating technical service bulletins.
• Ability to prepare weekly reports to provide visibility on department customer service performance.
• Support goal of service within the department of 95%.
• Follow all Environmental Health and Safety policies and procedures.
• Travel is required as necessary.

Qualifications:

Education:

• Associate Degree, Bachelor’s Degree a plus
• Technical Trade School a plus

Professional experience:

• 5+ years of technical troubleshooting Air Compressor experience.
• 5+ years of proven leadership experience with the demonstrated ability to manage others.
• 5+ years of experience working in a customer support call center environment
• Technical service support and customer service experience is required.
• Experience with industrial product manufacturing and engineering processes.
• Experience working with multiple levels of distribution channels.
• Strong verbal and written communication skills.
• Must be able to engage and communicate effectively with all levels of the organization.
• Strong grasp of Microsoft Office, SAP, and Salesforce CRM required.
• Ability to read and understand schematics and other technical documents.

Key behaviors:

• Self-motivated, organized, and results oriented.
• Timelines and a sense of urgency in all interactions.
• Ability to manage change within a team.
• Dedicated to customer satisfaction.
• Willing to take responsibility and lead from the front within a team environment.

Direct reports:

• 5-10 Direct Reports