Hitachi - Technical Machine Support Specialist - Rental
15th April, 2026SUMMARYReporting 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.RESPONSIBILITIESTechnical SupportPartner with strategic accounts to diagnose and resolve technical issues in a timely mannerMonitor and review active cases across the dealer network to ensure prompt resolutionCreate and manage detailed Field Information Reports (FIRs) with accurate troubleshooting dataTrack and ensure completion of all service campaigns within required timelinesProvide remote troubleshooting support using Hitachi diagnostic softwareDeliver training and technical guidance to strategic account techniciansSupport additional tasks and initiatives as assigned by management Parts/Warranty Support Provide technical parts assistance to strategic accountsEnsure parts manuals and documentation are current within Smart EquipCollaborate with HCMA parts teams to deliver accurate technical supportAssist strategic accounts in properly filing warranty claimsPartner with accounts to improve warranty reimbursement rates and processes EDUCATION/QUALIFICATIONS5-10 years of hands-on experience with excavators and wheel loadersAdvanced knowledge of hydraulic, electrical, and powertrain systemsStrong customer-focused mindset with a service-oriented approachProficiency in Microsoft Office (Word, Excel) and general computer skillsExceptional attention to detail and a proactive, positive attitudeStrong communication, presentation, and collaboration skillsExcellent organizational and prioritization abilitiesSelf-starter with the ability to work independently and within a teamDemonstrated problem-solving skills with creativity and sound judgment