Product Support Manager

Summary

Join Hitachi Vantara's Global Customer Success and Support organization as a Product Support Manager for Block Storage Solutions. You will be responsible for support-focused lifecycle management of Hitachi enterprise storage products. Interface with various levels of Hitachi organizations, develop support processes, monitor product health, collaborate with engineering teams on software releases, oversee the creation of service communications, gather feedback from support teams, and develop strategies to improve support and customer satisfaction. This role requires a blend of technical knowledge, business acumen, and experience supporting enterprise products. You will represent customer and service organization needs in product strategy meetings. The position offers a competitive salary and benefits package.

Requirements

• University Degree in Computer Science, Information Systems, or equivalent work experience
• 5+ years supporting enterprise IT solutions such as compute, storage, or networking devices, preferably in a customer service or product management function
• Eagerness to learn new products and technologies
• Excellent people skills, demonstrated leadership without direct authority
• Excellent oral and written communication skills, including the ability to influence all levels of management and executives
• Strong Microsoft Office skills – Word, Excel, PowerPoint, Outlook
• Some infrequent travel required, including international

Responsibilities

• Interface with all levels of Hitachi organizations including services, support, engineering, product management, and sales
• Develop support focused processes, procedures, and workflow
• Monitor product health and manage strategic quality issues
• Collaborate with product management and engineering teams to enable software downloads and patch releases to customers and service personnel
• Oversee the authoring and publishing of solution bulletins, alerts and other service-related communications
• Meet regularly with support teams to gather feedback and serviceability requirements
• Develop programs and support strategies to reduce the cost of support, improve serviceability, or increase customer satisfaction
• Participate in product status and strategy meetings. Represent and champion the needs of customers and Hitachi service organizations

Preferred Qualifications

• Understanding and experience with enterprise storage hardware technology is preferred
• Experience with product lifecycle management, QA processes, release/patch management is desirable
• Experience dealing with global business cultures is a plus

Benefits

• Base Salary Range: $110K – $120K
• On Target Earnings: $130K to $142K
• Employees are eligible to participate in Hitachi Vantara’s bonus/variable/commission pay programs, where applicable, and are subject to the program’s conditions and restrictions
• 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)