Description At Hitachi Energy, our purpose is advancing a sustainable energy future for all. We bring power to our homes, schools, hospitals, and factories. Join us and work with fantastic people while learning and developing yourself on projects that have a real impact on our communities and society. Bring your passion, bring your energy, and be part of a global team that appreciates a simple truth: Diversity + Collaboration = Great Innovation.Mission Statement:The Customer Advocate (CA) is responsible for generating repeat and additional Service business from existing customers, as well as new qualified leads (upgrades, etc.) for the Sales Team to pursue in full coordination with the CA. This position encompasses the administration of customer service contracts, the development and implementation of proactive support programs responsive to customer requirements, and the coordination of investigations of system problems and support requests to exceed customer satisfaction and success.Customer Focus:Each CA is assigned a list of customer service accounts. This list will generally remain static so that the CA can build a long-term trusting partnership with their respective customers. The CA needs to understand the customer's business and should have frequent engagements with the customer, know what is happening at the customer and any challenges they are having, understand their future planning budget cycles, upgrade/replacement plans, and what they should be doing with our products.Responsibilities:Primary Point of Contact: For customers that have an active Maintenance and Support contract, the CA is the primary point of contact and is responsible for the overall picture of the customer from an operational and business development level. All issues for the customer should be coordinated by the CA, including technical support issues, contract management, and service quotations.Address and Track Customer Issues: The CA must initially address all customer-reported issues for their assigned customers. Every attempt should be made to address the issues at their level. If the CA is unable to resolve the issue, then it can be assigned to other technical staff for diagnosis or correction. The CA is responsible for ensuring issues are being addressed professionally and efficiently, escalating any issues that are not being satisfactorily addressed by HE staff.Customer Knowledge: The CA is the primary source of information about their customers. Their knowledge should include but is not limited to the following:Customers' pain points, challenges, future operational & investment plansSystem's lifecycle, upgrade/replacement plansComplete understanding of all active customer contractsTechnical Knowledge: The CA needs to have technical knowledge of customer systems to understand customer issues and resolve them with the support of the technical support team. Their knowledge may include the following:Knowledge of electric power system control and monitoring (SCADA, EMS, ADMS), preferably from system integration project deliveryKnowledge of Energy/Utilities segmentKnowledge of mission-critical hardware and software infrastructure (servers, networking, VMWare, databases, Linux/Windows)Project Management: The CA will function as the Project Manager for Maintenance and Support contracts and upgrades/extensions of customer systems. The CA is also responsible for case management in the global HE case management tool, including opening issues & defects to be worked and monitoring and reporting progress to the customer.Your Background:Bachelor of Science degree in Electrical Engineering, Computer Science, or a related discipline.Project Management knowledge is desirable.Experience working with customer service, sales, engineering, and/or project management experience with a proven track record.Advanced in English; Spanish speaking is a plus.Strong communication skills to influence organization and negotiate with customers.Strong planning and organizational skills.Ability to translate corporate and business unit goals and objectives into realistic marketing and sales plans for installed bases.Ability to manage, influence, and motivate project team members to achieve project objectives.Able to function in a fast-paced environment with tight deadlines.Excellent analytical, decision-making, and creative problem-solving skills.Must be able to travel both domestically and internationally.#LI-Hybrid
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