Recruiter :
Kevin Krisko
SUMMARY
The Dealer Support rep will be the (POC) point of contact for Hitachi's NA mining dealerships. Primarily located in Western US and Alaska, they will provide guidance, technical support, and on-the-job training to Dealer Product Support teams to strengthen capability and consistency across the network.
RESPONSIBILITIES
KNOWLEDGE & EXPERIENCE
Key KPIs
The Dealer Support rep will be the (POC) point of contact for Hitachi's NA mining dealerships. Primarily located in Western US and Alaska, they will provide guidance, technical support, and on-the-job training to Dealer Product Support teams to strengthen capability and consistency across the network.
- Partner with customers and Dealers to enhance Product Support practices, improve fleet availability, reliability, and overall lifecycle performance.
- Support Dealer personnel with technical, product support, and supply-related inquiries, acting as a trusted escalation point when required.
- Coordinate and lead periodic business and operational review meetings with assigned Dealers to align on performance, issues, and improvement actions.
- Act as the primary point of contact (POC) for assigned Dealers, capturing and communicating Voice of Customer (VOC) feedback to HCMA stakeholders.
- Collaborate with internal MPS technical resources to advise on, track, and resolve warranty, reliability, and technical issues.
- Conduct periodic travel to assigned Dealers to support on-site product support activities, training, and customer engagement.
- Lead and support quality improvement initiatives in collaboration with HCM and key OEM partners.
- Provide sales support to the Mining Sales team, including technical input, customer engagement, and product support alignment during sales pursuits.
- Support Dealer Development Program initiatives for North American Mining Equipment Dealers, contributing to capability building and continuous improvement.
RESPONSIBILITIES
- Primary POC for assigned dealers in daily Operational activities
- Technical support calls / Troubleshooting
- Service campaign implementation
- MDAP coordination
KNOWLEDGE & EXPERIENCE
- 10+ years practical working experience in product support
- Basic knowledge of hydraulics and electrics for Hyd excavator and wheel loader
- Basic computer and good data analysis skills
- Work in both office and field environments (travel may be required)
- Willingness to complete additional duties as assigned
- Positive attitude and disposition
- Detailed and customer service oriented
- A team player and an effective communication
Key KPIs
- FIR responce speed (days)
- FIR analysis (categorized by cases, monitor progress by dealer)
- Warranty claim judgement speed (days)
- Warranty acceptance ratio by Dealer/Product
- Service campaign completion ratio
- Technincal Support call logs