Jordan Sitter Associates
Aftermarket Dealer Support Representative - West - Mining
Jordan Sitter Associates, Atlanta, Georgia, United States, 30383
The Dealer Support rep will be the (POC) point of contact for Hitachi's NA mining dealerships.
SUMMARY The Dealer Support rep will be the (POC) point of contact for Hitachi's NA mining dealerships. Primarily located in Western US and Alaska, they will provide guidance, technical support, and on-the-job training to Dealer Product Support teams to strengthen capability and consistency across the network.
Partner with customers and Dealers to enhance Product Support practices, improve fleet availability, reliability, and overall lifecycle performance.
Support Dealer personnel with technical, product support, and supply-related inquiries, acting as a trusted escalation point when required.
Coordinate and lead periodic business and operational review meetings with assigned Dealers to align on performance, issues, and improvement actions.
Act as the primary point of contact (POC) for assigned Dealers, capturing and communicating Voice of Customer (VOC) feedback to HCMA stakeholders.
Collaborate with internal MPS technical resources to advise on, track, and resolve warranty, reliability, and technical issues.
Conduct periodic travel to assigned Dealers to support on-site product support activities, training, and customer engagement.
Lead and support quality improvement initiatives in collaboration with HCM and key OEM partners.
Provide sales support to the Mining Sales team, including technical input, customer engagement, and product support alignment during sales pursuits.
Support Dealer Development Program initiatives for North American Mining Equipment Dealers, contributing to capability building and continuous improvement.
RESPONSIBILITIES
Primary POC for assigned dealers in daily Operational activities
Technical support calls / Troubleshooting
Service campaign implementation
MDAP coordination
KNOWLEDGE & EXPERIENCE
10+ years practical working experience in product support
Basic knowledge of hydraulics and electrics for Hyd excavator and wheel loader
Basic computer and good data analysis skills
Work in both office and field environments (travel may be required)
Willingness to complete additional duties as assigned
Positive attitude and disposition
Detailed and customer service oriented
A team player and an effective communication
KEY KPIS
FIR response speed (days)
FIR analysis (categorized by cases, monitor progress by dealer)
Warranty claim judgement speed (days)
Warranty acceptance ratio by Dealer/Product
Service campaign completion ratio
Technical Support call logs
#heavyequipment #constructionequipmentjobs #heavyequipmentjobs #hiring #productsupport #mobilemachinery #aftersalessupport #dealerdevelopment #partsmanagement #partsgrowth #partsandservice #dealerservicemanagement #servicemanagement #technicaltraining #financialmanagement #dealersupport #mining
#J-18808-Ljbffr
SUMMARY The Dealer Support rep will be the (POC) point of contact for Hitachi's NA mining dealerships. Primarily located in Western US and Alaska, they will provide guidance, technical support, and on-the-job training to Dealer Product Support teams to strengthen capability and consistency across the network.
Partner with customers and Dealers to enhance Product Support practices, improve fleet availability, reliability, and overall lifecycle performance.
Support Dealer personnel with technical, product support, and supply-related inquiries, acting as a trusted escalation point when required.
Coordinate and lead periodic business and operational review meetings with assigned Dealers to align on performance, issues, and improvement actions.
Act as the primary point of contact (POC) for assigned Dealers, capturing and communicating Voice of Customer (VOC) feedback to HCMA stakeholders.
Collaborate with internal MPS technical resources to advise on, track, and resolve warranty, reliability, and technical issues.
Conduct periodic travel to assigned Dealers to support on-site product support activities, training, and customer engagement.
Lead and support quality improvement initiatives in collaboration with HCM and key OEM partners.
Provide sales support to the Mining Sales team, including technical input, customer engagement, and product support alignment during sales pursuits.
Support Dealer Development Program initiatives for North American Mining Equipment Dealers, contributing to capability building and continuous improvement.
RESPONSIBILITIES
Primary POC for assigned dealers in daily Operational activities
Technical support calls / Troubleshooting
Service campaign implementation
MDAP coordination
KNOWLEDGE & EXPERIENCE
10+ years practical working experience in product support
Basic knowledge of hydraulics and electrics for Hyd excavator and wheel loader
Basic computer and good data analysis skills
Work in both office and field environments (travel may be required)
Willingness to complete additional duties as assigned
Positive attitude and disposition
Detailed and customer service oriented
A team player and an effective communication
KEY KPIS
FIR response speed (days)
FIR analysis (categorized by cases, monitor progress by dealer)
Warranty claim judgement speed (days)
Warranty acceptance ratio by Dealer/Product
Service campaign completion ratio
Technical Support call logs
#heavyequipment #constructionequipmentjobs #heavyequipmentjobs #hiring #productsupport #mobilemachinery #aftersalessupport #dealerdevelopment #partsmanagement #partsgrowth #partsandservice #dealerservicemanagement #servicemanagement #technicaltraining #financialmanagement #dealersupport #mining
#J-18808-Ljbffr