Manager Product Support
Hitachi Construction Machinery Europe

Hitachi Construction Machinery Europe is a leader in technology and innovation, committed to delivering cutting-edge solutions such as excavators, wheel loaders, and crawler cranes across a wide range of industries. With a rich history and a forward-looking approach, Hitachi aims to address global challenges through its advanced technologies and services.
At Hitachi, people work together in multidisciplinary teams with the same spirit and mindset: “We go the extra mile for excellent results and high quality.” This dedication leads to solutions that make a difference, resulting in satisfied clients and happy end-users.
The organization is undergoing a significant transition from being supply-driven to market-driven, making data analysis and IT crucial at the strategic level.

Hitachi Construction Machinery is searching for a Manager Product Support experienced in technical and customer support, with a data-driven mindset and good communicative and teambuilding skills. Someone who is excited to join Hitachi, eager to make a difference, and determined to leave a meaningful footprint in the organization.

This position will preferably be based in Amsterdam, with the possibility to work on a hybrid basis. For international candidates, a relocation allowance can be provided, along with support in finding accommodation in the Amstelveen/Amsterdam area.

Main goal of the position
The Manager Product Support is, together with the team of 12 professionals, responsible for providing adequate response towards technical problems and complaints, assessing warranty claims in a timely manner and offering support tools and programs for dealers and customers to obtain an adequate after sales service. 

The position
The Product Support Manager ensures smooth operations and alignment with company goals by developing and communicating policies for technical support and warranty management. He/she manages the department's budget; focusing on cost-effective operations, adjusting warranty rates, and promoting extended warranties to dealers to balance costs and customer satisfaction. 
The role also involves overseeing team performance, providing training, conducting reviews, and managing workforce planning. Additionally, the Manager Product Support serves as the main liaison between dealers, customers, manufacturers, and internal departments; ensuring effective communication and collaboration on technical, warranty, and quality issues.
You will work closely with the management of other departments, for example the Parts department or the Mining Product Support department.

The profile

• bachelor's or master’s degree in a technical field, with engineering knowledge in the construction, automotive, aerospace or related fields;
• minimum of 5-7 years of experience in a Product Support- or Aftermarket management role;
• data-driven mindset with a strong analytical ability to assess performance metrics, KPIs, and financial impacts;
• strong communication (English), analytical and leadership skills;
• ability to multitask, prioritize and focus on results and performance;
• interpersonal and communication skills with the ability to influence and build relationships at all levels of the organization;
• ability to think strategically and execute operationally, with a strong attention to detail;
• willingness and ability to travel on a regular basis (about three days per month for dealer visits, conferences etc.).

Procedure
There will be several interview rounds with representatives from Lodiers & Partners and with our client. A personality questionnaire (Lumina) is part of this application process.

Contact
For more information or to submit your application, please contact Mirjam Jager at Jager@lodiersenpartners.nl or at +31 (0)6 15 86 08 72.