{"id":1978286,"url":"https://alion.io/job/hitachi-customer-service-manager","title":"Customer Service Manager","company":{"id":129,"name":"Hitachi","domain":"hitachi.com","url":"https://alion.io/company/hitachi","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":98,"open_postings":170,"ghost_share":0,"stale_share":0.253,"repost_share":0.041,"time_to_fill_p50_days":20,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Michigan City, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":40000,"max_usd":90000,"period":"year","method":"role_country_seniority_unknown","sample_n":14494},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-06T22:12:09Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-14T10:09:01Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Location:\nMichigan City, Indiana, United StatesJob ID:\nR0147241Date Posted:\n2026-10-06Company Name:\nHITACHI GLOBAL AIR POWER US, LLCProfession (Job Category):\nCommunications & Corporate AffairsJob Schedule:\nFull timeRemote:\nNoJob Description:\nJob title: Customer Service Manager\nLocation: Michigan City, IN\nThe Company\nWe build the machines that power industry. We are Hitachi Global Air Power, a leading global industrial compressed air manufacturer driving the innovations that keep the world moving.\nFrom our headquarters in Michigan City, Indiana, our compressed air solutions power manufacturing operations all around the globe; from food and beverage to life-saving pharmaceuticals and cutting-edge semiconductor chips. Our portable compressors provide the air power to build roads and bridges, lay pipelines and aid in oil and gas mining and production.\nWe are a team of innovators, engineers, and quality experts with a shared vision to create the next generation of efficient, environment-forward compressed air solutions that meet the demands of today, while boldly contributing to a sustainable, circular economy. With more than 60 years of legacy and trusted performance through our brands - Hitachi, Sullair, and Champion (Australia), we are proud of our reputation for reliability, durability, and performance and groundbreaking engineering.\nJoin us in building a future where your work has an impact. At Hitachi Global Air Power, you’ll be part of a global network that’s shaping the future of industrial power.\nSummary of the position:\nThe Manager, Customer Service & Aftermarket Operations, is responsible for leading the company's customer support ecosystem, including Technical Service, Customer Response Center (CRC), Service Training, IoT/System Communications, and MAP Site Operations. This position drives customer satisfaction, operational excellence, process automation, and aftermarket support readiness while leading a diverse team of customer-facing professionals. The role serves as a key liaison between customers, engineering, sales, operations, and product development to ensure best-in-class customer experience and service delivery.\nDuties and responsibilities:\nDevelop and implement policies and procedures related to the Technical Sales/Service Support Teams.\nOversee the achievement and maintenance of established customer service levels and standards.\nPlan, prioritize and delegate work tasks to ensure proper functioning of the departments.\nEnsure the necessary resources and tools are available for quality customer service delivery.\nReview customer complaints and address Net Promoter Score (NPS) low survey results with customer and Customer Service teams.\nResolve complex and escalated customer service issues.\nAnalyze relevant data to define goals through automation of customer service outputs.\nAutomate all processes that are able. Enable automation through ensuring our digital self-service functions are operating fully and are populated with all of the necessary product data.\nIdentify and implement strategies for process improvement to improve quality of service, productivity and profitability.\nEvaluate and manage staff performance.\nIdentify and address staff training and coaching needs.\nParticipate actively in the new product development (NPD) process to ensure aftermarket parts support readiness.\nCoordinate with engineering to ensure that technical sales and aftermarket concerns and questions are addressed.\nSome travel and overnight responsibilities are required.\nQualifications:\nEducation:\nBachelor’s degree in Manufacturing or Business Administration\nProfessional experience:\nManagement of call center or customer service team.\nExperience in an industrial/manufacturing environment with technical aptitude and interest in learning the full product line is strongly preferred.\nPrior experience leading/managing a diverse team.\nPrior experience with coaching, mentoring, team building.\nKey behaviors:\nIn-depth knowledge of customer service principles and practices.\nAbility to institute and maintain a metric based performance evaluation tool.\nAbility to collaborate and build relationships across the organization.\nExcellent communication skills.\nDirect reports:\nundefined\nTechnical Service Supervisor\nTraining Manager\nMAP Plant Operations Supervisor\nIoT/Systems Communication Agent\nCRC team\n\nThe successful candidate is responsible for complying with Hitachi Global Air Power US Code of Ethics and related policies. In performing the job, the incumbent shall take all steps necessary to comply with our safety rules and requirements and must actively support the organization's efforts to meet and exceed its goals of creating and maintaining a safe workplace.\nThis description is to serve as a guide. It is intended to be flexible and will continue to evolve over time with business needs and demands and may be updated periodically and at the Company's discretion.\nHitachi Global Air Power US is an equal opportunity employer and will not discriminate based on race, religion, color, age, gender, sexual orientation, national origin, genetic information, veteran status, physical or mental disability, or other protected categories under applicable law, whether in recruitment, employment, promotion, transfer, compensation, or other conditions of employment.","description_format":"text","description_chars":5324,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Enterprise Storage Systems","IT Consulting & Digital Transformation","Systems Integrators","Electrical Equipment & Cables"],"lifecycle":[{"event":"open","at":"2026-10-06T22:12:09Z"}],"visa":[],"liveness":{"score":67,"band":"ok","label":"Likely open","p_open":1,"p_active":0.749,"p_room":0.9,"age_days":7,"expected_fill_days":20,"reasons":["conf:18","velocity","win:mid","comp:brand"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/hitachi-customer-service-manager","json_url":"https://alion.io/job/hitachi-customer-service-manager.json","meta":{"generated_at":"2026-10-14T18:36:01Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24233,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":129},"rest":"https://alion.io/mcp/rest/get_company?id=129"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhitachi-customer-service-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhitachi-customer-service-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhitachi-customer-service-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hitachi-customer-service-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhitachi-customer-service-manager"}]}