Customer Support Specialist - Remote Eligible

Electrical Engineer

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
• 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