Service Engineer

Summary

Join Hitachi Vantara as a Remote Service Engineer and provide technical support to customers, partners, and engineers. Handle incoming and outgoing technical calls and inquiries, create cases in the CRM, and manage calls from start to finish. Order and manage parts, generate license keys, and achieve allocated technical and administrative tasks. Monitor and manage HRO alerts and ensure timely and accurate action. Qualify problems before engaging field engineers and escalate cases as needed. Raise work order requests and provide first-line support for portal inquiries. This role requires strong technical skills, fluency in English and Mandarin or Japanese (Cantonese preferred), and excellent communication skills. The position is crucial for customer satisfaction and operational efficiency.

Requirements

• 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

Responsibilities

• 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

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)

Benefits

Flexible arrangements that work for you (role and location dependent)