Head of Technical Support Distribution Automation Solutions

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The opportunity:

We are seeking an experienced and dynamic Global Technical Support Manager to lead and manage our global Technical Support Engineers for Distribution Automation this role you will be responsible for ensuring high-quality support services continuous team development and collaboration across R&D product management and regional business units (HBUs). You will play a key role in supporting our distribution automation solutions and driving service excellence across our organization.

How youll make an impact:

• Lead a global team of Technical Support Engineers ensuring optimal team performance and productivity ensure team members are trained and aware of workplace health safety and sustainability practices.

• Monitor manage and continuously improve performance against defined KPIs implement and align both short- and long-term strategies as defined by senior management.

• Facilitate close collaboration between R&D and Technical Support to enhance customer satisfaction.

• Ensure Technical Support is actively involved in the final phases of product development to gain early insight into new products and features ensure effective information flow between R&D support lines product managers and customers regarding product issues and resolutions.

• Oversee the development and maintenance of a comprehensive knowledge base for responsible product areas actively participate and serve as team member and contributor to the Distribution Automation core team.

• Represent service and support needs within development streams (Gate Process).

• Support Global Product Groups (GPG) and sales teams in preparing technical offers and conducting Proof of Concepts (PoCs). Plan and deliver product training sessionsboth virtual and in-person.

• Ensure timely and high-quality resolution of customer complaints (CCRP process) support after-sales activities including warranty management and repair services.

• You will be responsible to ensure compliance with applicable external and internal regulations procedures and guidelines.

• Living Hitachi Energys core values of safety and integrity which means taking responsibility for your own actions while caring for your colleagues and the business.

Your background:

• You hold a bachelors or masters degree in Electrical Engineering Telecommunications Computer Science or a related technical field.

• Minimum 35 years of management experience leading both local and remote/virtual teams.

• Solid technical understanding of RTU (Remote Terminal Units) products. Protection relays and knowledge of Wireless communication products is a strong plus.

• Proven experience in customer support services ideally within a technical or industrial environment.

• Prior experience working in international and matrix organizations.

• Excellent communication and leadership skills.

• Fluent in English (written and spoken); Proficiency in German is a plus.

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