Manager of Aftermarket Product Support – Mining

SUMMARY

The Mining Product Support Manager is a senior leader responsible for delivering world-class product support to Hitachi mining equipment customers across North America. This role leads the Mining Product Support teams, supporting both Dealer-served and Customer Direct mining operations, ensuring optimal fleet performance across the installed base.

The position is accountable for warranty management, technical issue escalation, product support process development, and capability building across people, systems, and tools. Leveraging advanced remote monitoring and digital technologies such as Landcros-Connect Insight, the role drives rapid diagnosis, proactive issue resolution, and continuous improvement in equipment reliability, availability, and total cost of ownership. This role operates within a distributed and partially remote team environment and plays a critical role in shaping the future of Hitachi's mining customer support model. As the department leader for Mining Product Support (MPS), additional responsibilities for development of internal capabilities and capacities for future growth are key to the position.

RESPONSIBILITIES

• Lead and develop the Mining Product Support teams supporting Dealers and Customer Direct mining accounts across North America.
• Foster a high-performance, customer-focused culture aligned with Hitachi and Landcros behavioral values.
• Manage team structure, workload, and coverage in a hybrid and remote working environment.

Fleet Performance & Customer Support

• Ensure optimal performance of the installed mining equipment fleet through proactive support, issue prevention, and rapid response.
• Support Dealers and Customers with technical guidance, troubleshooting, and resolution of complex equipment issues.
• Lead customer-facing technical discussions related to reliability, availability, and life cycle performance.
• Manage Field Information Reporting (FIR) System, driving outcomes aligned with Organizational objectives for responsiveness and completion, enabling dealers and customers with accurate and rapid technical issue resolution and support.

Customer Direct Mining Support

• Manage Customer Direct Mining Support regions and major project sites, ensuring consistent execution of product support standards.
• Act as a escalation point for critical site issues, commissioning challenges, and operational risks.
• Drive customer satisfaction with positive engagement and dispute resolution strategies, keeping customer interest front and center.

Dealer Enablement & Network Support

• Train and consult with dealers and customers on tools, systems, maintenance methodologies, and proactive strategies.
• Standardize digital reporting, fleet dashboards, and performance reviews across the North American dealer network.
• Provide high-level escalation support to dealers for complex diagnostic or system issues.

Warranty Management & Adjudication

• Own and manage the mining warranty function, including claim adjudication, policy interpretation, and risk management.
• Ensure warranty decisions are consistent, timely, data-driven, and aligned with OEM policy and customer commitments.
• Analyze warranty trends to identify systemic product or process improvement opportunities.

Customer Engagement & Business Value Creation

• Lead customer-facing performance review meetings, including service optimization sessions, remote monitoring reports, and predictive maintenance recommendations.
• Provide actionable insights to reduce downtime, enhance productivity, and lower total cost of ownership (TCO).
• Support sales and product support teams in developing proposals, cost-benefit analyses, and presentations that demonstrate value.

Cross-Functional Collaboration

• Work closely with Engineering, Sales, Product Management, and HCMA technical groups to enhance product and service offerings.
• Provide real-world fleet and performance insights to support product improvement and future development initiatives.
• Support the "Path to Zero" strategy by aligning with customer needs and strategic growth plans.

Key KPIs

• FIR Response Time and Completion metrics
• Warranty Metrics
• Customer satisfaction and retention rate.
• Contribution to service utilization and rebuild program targets.
• Fleet Performance metrics

KNOWLEDGE & EXPERIENCE

• Bachelor's degree in Mechanical, Electrical, Mining, or Reliability Engineering—or equivalent industry experience.
• 7+ years of mining equipment experience, including exposure to maintenance, fleet performance, reliability, and functional leadership of Heavy Equipment teams.
• Strong analytical and data interpretation skills, with the ability to translate insights into practical recommendations.
• Excellent communication skills with both technical and executive-level stakeholders.
• Leadership experience supporting OEM dealers or mine operations.
• Background in Maintenance and Mining Equipment Support
• Proven commercial awareness regarding Mining Equipment Life Cycle Management
• Proven ability to identify sales opportunities and close deals.
• Excellent communication, negotiation, and presentation skills.
• Strong organizational and time-management abilities.
• Proficiency with CRM software and Microsoft Office Suite.
• Demonstrates ownership, integrity, and customer focus by taking accountability for actions, delivering on commitments, acting ethically, and proactively communicating to meet or exceed HCM/HCA and customer expectations.
• Drives performance through proactive, innovative, and collaborative behaviors, contributing ideas, acting with urgency, supporting team priorities, and continuously improving outcomes.
• Upholds Hitachi Spirit, safety, and environmental responsibility by professionally representing the brand, aligning with Hitachi Founding Concepts, and complying with all safety, environmental, and regulatory standards while actively participating in related initiatives.
• Knowledge of mining practices and procedure. Ideally, MSHA certified but not required.