The Manager of Product Support is a senior leader responsible for delivering world-class product support to Hitachi's NA mining equipment customers.
SUMMARY
The Mining Product Support Manager is a senior leader responsible for delivering world-class product support to Hitachi mining equipment customers across North America. This role leads the Mining Product Support teams, supporting both Dealer-served and Customer Direct mining operations, ensuring optimal fleet performance across the installed base.
The position is accountable for warranty management, technical issue escalation, product support process development, and capability building across people, systems, and tools. Leveraging advanced remote monitoring and digital technologies such as Landcros-Connect Insight, the role drives rapid diagnosis, proactive issue resolution, and continuous improvement in equipment reliability, availability, and total cost of ownership. This role operates within a distributed and partially remote team environment and plays a critical role in shaping the future of Hitachi's mining customer support model. As the department leader for Mining Product Support (MPS), additional responsibilities for development of internal capabilities and capacities for future growth are key to the position.
RESPONSIBILITIES