Product Support Coordinator - CE Major Accounts | Parramatta

About Us

Hitachi Construction Machinery (Australia) Pty Ltd is a leading manufacturer of construction and mining equipment, known for our quality products and strong customer partnerships.

The Opportunity

Join a leading OEM as a Product Support Coordinator and drive operational excellence for our National Major Account (NMA) customers. In this role, you will bridge the gap between corporate clients, internal HCA branches, and our sales leadership by managing telemetry reports, overseeing API data feeds, tracking DMS account trends, and coordinating major equipment repairs. If you possess a business background, strong analytical skills, and a passion for stakeholder relationship management, this is your opportunity to build a rewarding career with Hitachi.

Key Responsibilities

• Customer Meetings: Participate in bi-monthly and quarterly corporate customer meetings, distributing timely minutes and ensuring prompt resolution of action items.
• Telemetry & Data Analysis: Deliver monthly LANDCROS Connect telemetry reports to selected NMA customers and identify device anomalies through targeted analysis.
• Repair & Inbox Monitoring: Review the NMA team inbox daily, coordinate major repair delivery efforts with HCA branch personnel, and escalate any customer devices down.
• Account & Financial Tracking: Track DMS parts and service account trendlines, monitor discount structures for approval, conduct annual DMS reviews, and assist branches with invoice dispute resolutions.
• API Administration: Administer NMA customer requests for API data feed applications, distribute access keys upon Global Head Office approval, and manage upcoming expirations.
• Continuous Improvement: Complete assigned Learning Management System (LMS) modules and apply change management principles to optimize internal processes.
• Customer Stakeholder: Direct communication with CE National Major Account customers, HCA Branch Senior Management, and the National CE NMA Sales Manager, as well as indirect collaboration with the HCA Fleet Solutions department for contract and AMT systems support.

 About You

• Qualifications: Bachelor of Business or Tertiary qualification in Engineering or Bachelor of Commerce alongside a current driver’s license.
• Experience: Minimum 2 to 4 years in customer support operations, technical account management, or after-sales service administration (ideally within heavy machinery, or industrial equipment sectors).
• Skills & Competencies: Excellent written and verbal communication for managing customer disputes and liaising across different organizational levels.
• Reporting: Strong proficiency in data reporting (telemetry and DMS accounts); advanced Microsoft Office literacy with data visualization and reporting skills.
• Mindset & Organization: Service-oriented and detail-driven, with exceptional organizational skills for tracking SLAs and applying continuous improvement or change management principles.
• Systems Familiarity: Preferential knowledge of Global e-Service, OEM telemetry databases, or business database platforms.

Hitachi Benefits - What's on Offer

• Rewarding Salary Package: Competitive salary + Earn company biannual bonuses!
• Exclusive Employee Perks: Access to our Employee Orange Benefits Program, offering discounts on a wide range of everyday goods and services.
• Supportive & Inclusive Culture: Work with approachable leaders who value your ideas, encourage innovation, and support your success.
• Health & Wellbeing: Discounted Medibank health insurance plus access to our Employee Assistance Program (EAP) for you and your family.
• Refer & Be Rewarded: Earn cash rewards through our Employee Referral Program when you successfully refer a friend.
• Family-First Benefits: Paid parental leave policy to support you and your family during life’s important moments.

At Hitachi, we are proud to be an Equal Opportunity Employer who recruits based on merit and capabilities. We encourage and support a diverse talent pool of skill, ethnicity, and gender, to create a wide culture of shared values and enriched experiences in our business.

As part of our recruitment process, successful candidates may be required to undergo background checks, including (but not limited to) criminal history record checks and employment medical assessments.