Global Customer Care (GCC) Professional Field Dispatch

Job Purpose:

The GCC Professional – Field Dispatch is responsible for receiving and processing highly technical requests from customers, partners, engineers, and internal teams, as well as monitoring and managing HRO alerts (Hitachi Remote Op’s) in accordance with standard operating procedures (SOPs) using the knowledge base

This is a critical role that will set lasting impressions with our customers and our Partners, demonstrating technical excellence and the quality of support they expect from Hitachi Vantara at every interaction. These lasting impressions create loyalty and help drive future revenue.

 Principal Accountabilities:
Handle incoming and outgoing technical calls and enquiries from customers, partners, and engineers in the required languages
Create cases in Hitachi Vantara CRM following SOPs through the knowledge base
Manage calls/cases effectively from start to finish, obtaining updates and providing them to the relevant parties involved
Order and manage parts on behalf of partner and field engineers when assistance is needed
Generate emergency license keys for engineers
Achieve allocated technical and administration tasks set daily, weekly, and/or monthly
Follow established escalation procedures to transfer call/case/information to all levels of management and support groups
Ensure the cases owned and handle are up-to-date and accurate
Monitor and manage HRO alerts, cases, queues, and views, ensuring timely and accurate action in accordance with established processes
Apply Case Qualifications
Call customers to technically qualify problems before engaging field engineers
Escalate cases which require remote assistance to Global Support Center (GSC)
Manage country dispatch exceptions based on country rules, Error sheets, and knowledge base
Raise Work Order (WO) requests which include development and provision of high-level action plans and lists of replacement parts, and engage Field Engineers through CRM (Salesforce) for the WO per SOP
Provide first-line support for our support portal inquiries

 Essential Qualifications:
Technical skills/experience in areas such as data storage, networking, compute, operating systems, software applications, etc.
Educated to degree level or equivalent experience in required languages
Fluent command of spoken and written English, Mandarin or Japanese; articulate with clear communication. Cantonese is prepared also. 
A strong aptitude to learn new skills
Strong and confident communicator in the required languages
Team player able to work under pressure
Ability to operate and produce quality work in a busy environment
Experienced in customer support center and customer service environments
Professional telephone manner

Preferred Qualifications:
Experience working in customer support centers using data collection and diagnostic tools and call management systems such as Salesforce
Experience in the culture of the spoken language
Experience with any additional languages (not in the pre-requisite)
Impact and Scope: The position plays a crucial role displaying strong technical skills and acumen to ensure customer satisfaction and operational efficiency, influencing both customer and company revenue.