Product Support Representative - Hitachi Construction/Mining
28th May, 2026 SUMMARY The Product Support Specialist (PSS) represents the company at the dealership/customer level. This role is responsible for maintaining good relations between the company, Dealer technicians, RSMs, and RBMs. PSS assists our dealers in their efforts to provide top-quality service for the end users. They also focus on Product Improvement, dealer communication via FIR/CRM to resolve dealer and customer issues and concerns. RESPONSIBILITIESProvide technical support and expert troubleshooting skills to dealers and dealer technicians, RSM/RBM, and other department staff.Improve customer response time to technical issues through the CRM/FIRSupport the Dealer technicians as required.Provide efficient, effective response to technical questions from dealersWarranty adjudication with HCM, Tierra, other Vendors, and dealersQuality improvement work with HCM and its OEMsFIR/CRM case management with quality improvementAdditional duties as assignedTravel required: 10-30% Key KPI'sManage response time on FIR / CRM casesWarranty claim judgement speed (days)Warranty acceptance ratio by Dealer/ProductService campaign completion ratioTechnical Support call logs EXPERIENCE3+ years of practical working experience in product supportBasic computer skills (Microsoft Office and others)Clear and logical thinking and communication through HCMA reporting formatWork in both office and field environments (limited travel required) SKILLSPositive attitude and disposition, Detail-orientedPassion for Education/Instruction (Teaching Skills), Root cause analysisLogical and forward thinkingCustomer Interest First, Team playerEffective communicationReporting, Microsoft Office #heavyequipment #constructionequipmentjobs #heavyequipmentjobs #hiring #productsupport #mobilemachinery #aftersalessupport #dealerdevelopment #partsmanagement #partsgrowth #partsandservice #dealerservicemanagement #servicemanagement #technicaltraining #financialmanagement #dealersupport #technicalsupport #mechanics #customersupport