Field Service Engineering Manager

1 month ago

New Delhi, India Hitachi Vantara Full time

Location: New Delhi

Function: HV GCSS
Requisition ID: 1029742

Our company

We’re Hitachi Digital Services, a global digital solutions and transformation business with a bold vision of our world’s potential. We’re people-centric and here to power good. Every day, we future-proof urban spaces, conserve natural resources, protect rainforests, and save lives. This is a world where innovation, technology, and deep expertise come together to take our company and customers from what’s now to what’s next. We make it happen through the power of acceleration.

Imagine the sheer breadth of talent it takes to bring a better tomorrow closer to today. We don’t expect you to ‘fit’ every requirement – your life experience, character, perspective, and passion for achieving great things in the world are equally as important to us.

Member of the Customer Service and Support Team
Develop relationship with Sales Leadership to ensure CS&S support and services are well understood and being promoted by sales teams to customers.
Manage Operational Efficiency
Ensure 100% CS&S compliance to system requirements e.g. SFDC Case Management and General KPI’s defined by Geo and Global Leadership
Manage and monitor Field Engineer utilization targets
Monitor output of Customer Satisfaction Surveys
Manage CS&S field support organization to ensure quality service can be achieved.
Ensure appropriate Technical and Management escalation procedures are in place and effectively used. Monitor high severity issues and drive the communication with account team and GSC.
Interlock with GSC Support and Professional Services organizations for complex problem resolution above local CSS knowledge level.
Ensure appropriate field service management personnel are in place to provide day to day direction and leadership of the field engineers
Responsible for resources management, planning and allocation either Hitachi Vantara CEs or ISP engineers
Monitor the use and effectiveness of Service Account Managers in key Hitachi Vantara accounts
Ensure CS&S are ready to provide service on new products, identify and drive training, certification and skills development for CSS team
Ensure CS&S team is adopting new service techniques, and aligned with CSS best practices for tools and process
Continuously monitor CS&S efficiency and identify ways to improve.
Coordinate with Services Partner Manager usage of ISPs in the region
Review use of tools for call handling, diagnostics and support, communication
Work closely with Hitachi Vantara CS&S Strategy teams to implement Efficiency improvement projects.
Lead, developing and maintaining a high-performance team.
Providing effective coaching and feedback to direct (and indirect) reports to achieve and exceed their objectives.
Coordinating and overseeing the recruitment, career development opportunities, performance reviews and assessment and recognition and reward of the team.
Close interaction with Professional Services and Global Delivery Managers, Sales Management and Local account teams.

About us

We’re a global, team of innovators. Together, we harness engineering excellence and passion to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can make a positive impact on their industries and society. If you believe that innovation can bring a better tomorrow closer to today, this is the place for you.

Championing diversity, equity, and inclusion

Diversity, equity, and inclusion (DEI) are integral to our culture and identity. Diverse thinking, a commitment to allyship, and a culture of empowerment help us achieve powerful results. We want you to be you, with all the ideas, lived experience, and fresh perspective that brings. We support your uniqueness and encourage people from all backgrounds to apply and realize their full potential as part of our team.

How we look after you

We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.

We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic.  Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.


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