Customer Service Support Specialist

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The Opportunity

We are looking for Customer Service Support Specialist to join our team at the Hitachi Energy Savli Location for GIS & PASS Product portfolio. You'll be part of a high-spirited team, collaborating with colleagues across the organization. In this role, you will manage and provide support during Product Installation & Commissioning Phase as well as during Warranty phase, including technical and commercial responsibilities. Join our dynamic team, where you will have the chance to work on exciting projects, tackle different challenges every day, and engage with the global team. Alongside a supportive work environment, we value your talents and encourage them to flourish.

How you’ll make an impact

• Manage & Co-ordinate with internal / external stakeholders for multiple ongoing I&C Projects as well as Warranty Period cases (CCRP) for High Voltage Gas Insulated Switchgear, Hybrid GIS & DTBs.
• You will be the SPOC (Single Point of Contact) for the customer, internal as well as external stakeholders.
• Responsible for handling a wide range of tasks including but not limited to.  Handling non-conformity during site Erection, Testing & Commissioning phase
• Leading & driving the action plan for addressing NCR. Co-ordination with Quality, planning, buying, store & dispatch team for NCR related materials availability & dispatches to customer site
• Co-ordinate the task of fault investigations & RCA preparation in consultation with quality & engineering team. Co-ordinate and support service team for site ETC activities
• Be in touch with customers and ensure proper storage of materials at site. Closely monitor the storage progress and site readiness for mobilization.
• Plan and forecast the site mobilization to service team for commencing the ETC work in co-ordination with Respective Project Manager & Customer representative.
• Co-ordinate with internal and external stakeholders to ensure timely handover of engineering documentation for commencing the ETC services at site.
• Be in touch with Service team and monitor the site ETC progress. Continuously support service team for Resolution of site NCR (Non-conformity) in co-ordination with internal stakeholders.
• Ensure timely dispatch of NCR material at site to avoid idling situations. Ensure mechanism to check and monitor the action plan for NCRs and ongoing Warranty period cases for all projects.
• Proactively Lead and hold meetings with respective stakeholders to close the site NCR & warranty cases.
• Maintaining Project wise documents of Site ETC, Customer handing over protocols, Lesson learned register as per ISO documentation requirements for all projects.
• Responsible to ensure compliance with applicable external and internal regulations, procedures, and guidelines.
• Living Hitachi Energy’s core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business

Your background

• Degree in Engineering (preferably Electrical Engineering)
• Partner with the project management team to develop both long term and short-term vision on I&C plan as well as warranty period proactive measures
• In depth technical know-how on Substation System and High Voltage Gas Insulated Switchgear products
• Knowledge on SAP / S4HANA. Strong HSE, quality and integrity mindset.
• You are organized, structured, and collaborative as a person.
• Have a strong ability to prioritize and take responsibility for your deliveries.
• Previous experience in services or customer handling or quality background is considered added value.
• Proficiency in both spoken & written English language is required

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