10th September, 2024

SUMMARY
The Director of Mining Product Support will be a newly created management role expanding out of the current organizational chart. Reporting into the VP of Product Support & Reman, this role would be the leadership overseeing the Aftermarket product support efforts, specifically dedicated to the Mining customer base. This group currently has headcount supporting this division internationally within the Americas region, which will be inherited but is also expected to be continuously expanding. This role will be based at the Hitachi Americas (HCMA) headquarters in Newnan, Georgia with some travel required.

RESPONSIBILITIES

• Manage the following sections of product support: Technical Support, Dealer Support in all Mining after sales activity
• Attend dealer meeting as responsible of service and parts
• Review and negotiate KPIs for service contracted fleet performance with dealer and customer
• Final judgement for high cost warranty claims
• Cost settlement for goodwill compensation with dealer and customer
• Escalate serious service issue to executive meeting
• Product improvement based on the information from VOC/VOD with OEM
• Make decision for high cost service and parts system/ facility investment
• Make a budget for service and part sales

REQUIREMENTS

• Ability to create business plans and budget for mining business/product support
• Ability to make decisions on high-level items, business plan, warranty, and investments
• Ability to negotiate with dealers and customers about service contracts and KPI
• Proven effective reporting and communication skills to management and OEMs
• Complying with the code of conduct and compliance guidelines of the company
• Proven experience in team development & performance management
• Proven experience managing KPI's for dealer service contracted fleet performance, Technical and Dealer Support
• Proven success in managing P&L for service and parts, and absorption ratios
• 10-15+ years practical working experience in after sales support of mining equipment, excavator and shovel trucks
• 5+ years of management related experience to the above role
• Bilingual skill set of English/Spanish or Portuguese would be a plus

#heavyequipment #miningequipment #productsupport #directorofmining #director #mining #excavator #underground #surface #caterpillar #komatsu #liebherr #sandvik #joyglobal #bucyrus #p&h