About the position
The Product Support Manager for Block Storage Solutions is responsible for support-focused lifecycle management for Hitachi enterprise storage products such as the VSP One for Block. This position requires a blend of technical knowledge with storage technology, business acumen, and experience supporting enterprise products. The role involves interfacing with all levels of Hitachi organizations including services, support, engineering, product management, and sales. The manager will develop support-focused processes, procedures, and workflow, monitor product health, manage strategic quality issues, and collaborate with product management and engineering teams to enable software downloads and patch releases to customers and service personnel. Additionally, the manager will oversee the authoring and publishing of solution bulletins, alerts, and other service-related communications, meet regularly with support teams to gather feedback and serviceability requirements, and develop programs and support strategies to reduce the cost of support, improve serviceability, or increase customer satisfaction. Participation in product status and strategy meetings is also required, representing and championing the needs of customers and Hitachi service organizations.
Responsibilities
- Interface with all levels of Hitachi organizations including services, support, engineering, product management, and sales
- Develop support focused processes, procedures, and workflow
- Monitor product health and manage strategic quality issues
- Collaborate with product management and engineering teams to enable software downloads and patch releases to customers and service personnel
- Oversee the authoring and publishing of solution bulletins, alerts and other service-related communications
- Meet regularly with support teams to gather feedback and serviceability requirements
- Develop programs and support strategies to reduce the cost of support, improve serviceability, or increase customer satisfaction
- Participate in product status and strategy meetings, representing and championing the needs of customers and Hitachi service organizations
Requirements
- University Degree in Computer Science, Information Systems, or equivalent work experience
- 5+ years supporting enterprise IT solutions such as compute, storage, or networking devices, preferably in a customer service or product management function
- Understanding and experience with enterprise storage hardware technology is preferred
- Experience with product lifecycle management, QA processes, release/patch management is desirable
- Eagerness to learn new products and technologies
- Excellent people skills, demonstrated leadership without direct authority
- Experience dealing with global business cultures is a plus
- Excellent oral and written communication skills, including the ability to influence all levels of management and executives
- Strong Microsoft Office skills – Word, Excel, PowerPoint, Outlook
- Some infrequent travel required, including international
Benefits
- Industry-leading benefits
- Support and services that look after holistic health and wellbeing
- Flexible arrangements that work for you
- Participation in Hitachi Vantara’s bonus/variable/commission pay programs
