Technical Service Support Supervisor

Location :

Michigan City, Indiana, United States

Job ID : R0110666

Date Posted : 2025-10-27

Company Name :

HITACHI GLOBAL AIR POWER US, LLC

Profession (Job Category) :

Engineering & Science

Job Schedule : Full time

Remote : No

Job Description :

Summary of the position :

As a leader of the Hitachi Global Air Power (HGAP) Technical Service Department, the Service Supervisor will lead a group of Technical Service Support Specialists. This position will drive, execute, and oversee the customer service experience within the HGAP Technical Service team. This role will develop new standardized processes to ensure top customer satisfaction and retention. This position will identify and develop skills within the department. This position will work well in a cross functional group with various departments at HGAP to address concerns from the field and drive issues to a timely closure. This role will document service visits and generate reports with action items. Position reports directly to the Manager of Technical Service & Training.

Duties and responsibilities :

• Ensure that customers receive prompt, courteous, and effective service within the department.
• Manage travel to field-based jobsites to meet with customers, including assistance in troubleshooting and repairs.
• Lead a team of service support specialists for all field related service issues.
• Follow standard work for pre- and post-service preparation (submit expense reports, develop service reports, making travel arrangements).
• Working as the leader of the service department, meeting with customers / distributors, and communicating the customer / distributor feedback to HGAP management as Voice of Customer.
• Interview, hire, train, and develop skills of new service support specialists as required.
• Routine involvement in New Product Development.
• Prioritize, distribute, and lead field service work between service support specialists.
• Perform Annual performance reviews for direct reports.
• Assist in writing / creating technical service bulletins.
• Ability to prepare weekly reports to provide visibility on department customer service performance.
• Support goal of service within the department of 95%.
• Follow all Environmental Health and Safety policies and procedures.
• Travel is required as necessary.

Qualifications : Education :

Professional experience :

Key behaviors :

Direct reports :