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On-Site Services Manager (CST) - Bi-Lingual (English / Spanish) preferred

General Information:

As OSS Coordinator you will be responsible for hiring and onboarding of OSS specialists across Hitachi Energy locations as well as taking care of the induction processes and keeping training materials up to date. You will also handle higher complexity incidents and cases to support the OSS team as well as act as SPOC towards other product and support groups as part of the incident management process.

Your Responsibilities:

  • Take care of functional management of assigned OSS specialists (internal & external employees) 
  • Create, update, and publish relevant OSS knowledge articles in SNOW. 
  • Take care of site-relevant communications to be kept up to date (e.g. pIT Stop, Org charts, announcements) 
  • Conduct resource planning and management (absence calendars, backfills, leaves, events, dispatch site coverage) 
  • Collect information relevant to OSS operations e.g. latest technological changes and pass them on to OSS specialists. 
  • Highlight issues and suggest service improvement to OSS Regional Managers 
  • Participate in problem and major incident management resolution.
  • Coordinate resources to support Off-site meetings and events for changes happening outside of working hours.  
  • Monitor the load of OSS engineers and coordinate resources accordingly.  
  • Monitor and manage OSS assignment groups in ServiceNow.
  • Provide a monthly summary of service (high lights, low lights, ticket summary, KPIs, prolonged tickets, etc.) 
  • Cascade information to OSS engineers from other parts of HE organization  
  • Ensure that all Health & Safety requirements, ethics, code of conduct, and moral standards are met.
  • Check that required IT equipment and tools are provided to OSS engineers.
  • Ensure that required access are provided to OSS engineers.
  • Living Hitachi Energy’s core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Your Background:

  • Have completed a formal qualification, bachelor's degree in IT, or completed an apprenticeship in the field of information technology.
  • Candidate must already have work authorization that would permit them to work for Hitachi Energy in the United States.
  • Have five years of professional experience in IT support and working as a Lead by managing at least five people for at least two years.
  • Have a valid ITIL certification.
  • Be fluent in local and English language.
  • Bi-Lingual in English and Spanish preferred
  • Possess outstanding customer service orientation as well as proven interpersonal and communication skills.
Ort Remote - North Carolina, United States of America
Jobtyp Full time
Erfahrung Management
Position IT, Telecom & Internet
Vertrag Regular
Veröffentlichungsdatum 2024-01-26
Referenznummer R0035430

About Hitachi Energy

Hitachi Energy is a global technology leader that is advancing a sustainable energy future for all. We serve customers in the utility, industry and infrastructure sectors with innovative solutions and services across the value chain. Together with customers and partners, we pioneer technologies and enable the digital transformation required to accelerate the energy transition towards a carbon-neutral future. We are advancing the world’s energy system to become more sustainable, flexible and secure whilst balancing social, environmental and economic value. Hitachi Energy has a proven track record and unparalleled installed base in more than 140 countries. Headquartered in Switzerland, we employ around 40,000 people in 90 countries and generate business volumes of approximately $10 billion USD. www.hitachienergy.com

Hitachi Energy is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace. We welcome you to apply and want you to know that all qualified applicants will receive consideration for employment without regard to race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, protected veterans' status or any other legally protected characteristic. For more information regarding your EEO rights as an applicant, please visit the following websites here and here. Protected veterans and qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access Hitachi Energy career site as a result of your disability. You may request reasonable accommodations by calling a Hitachi Energy HR Representative at 1-888-504-2007 or by sending an email to: [email protected]. Resumes and applications will not be accepted in this manner.