_{15th April, 2026}

SUMMARY
Reporting to the Manager of Technical Support, this individual will be a Strategic Accounts Product Support Specialist, combining excellent customer service skills with strong account management support. Assisting customers with the day-to-day inquiries and troubleshooting customer care. The ideal candidate is able to collaborate with other team members effectively, providing technical expertise on HCMA products while managing multiple priorities and resolving complex technical challenges.
 
RESPONSIBILITIES
Technical Support

• Partner with strategic accounts to diagnose and resolve technical issues in a timely manner
• Monitor and review active cases across the dealer network to ensure prompt resolution
• Create and manage detailed Field Information Reports (FIRs) with accurate troubleshooting data
• Track and ensure completion of all service campaigns within required timelines
• Provide remote troubleshooting support using Hitachi diagnostic software
• Deliver training and technical guidance to strategic account technicians
• Support additional tasks and initiatives as assigned by management

Parts/Warranty Support 

• Provide technical parts assistance to strategic accounts
• Ensure parts manuals and documentation are current within Smart Equip
• Collaborate with HCMA parts teams to deliver accurate technical support
• Assist strategic accounts in properly filing warranty claims
• Partner with accounts to improve warranty reimbursement rates and processes

EDUCATION/QUALIFICATIONS

• 5-10 years of hands-on experience with excavators and wheel loaders
• Advanced knowledge of hydraulic, electrical, and powertrain systems
• Strong customer-focused mindset with a service-oriented approach
• Proficiency in Microsoft Office (Word, Excel) and general computer skills
• Exceptional attention to detail and a proactive, positive attitude
• Strong communication, presentation, and collaboration skills
• Excellent organizational and prioritization abilities
• Self-starter with the ability to work independently and within a team
• Demonstrated problem-solving skills with creativity and sound judgment

 
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