Product Support Manager - Block Storage Solutions

Our Company
We’re Hitachi Vantara, the data foundation trusted by the world’s innovators. Our resilient, high-performance data infrastructure means that customers – from banks to theme parks – can focus on achieving the incredible with data.   

If you’ve seen the Las Vegas Sphere, you’ve seen just one example of how we empower businesses to automate, optimize, innovate – and wow their customers. Right now, we’re laying the foundation for our next wave of growth.  We’re looking for people who love being part of a diverse, global team – and who get excited about making a real-world impact with data.

The Team
As part of Hitachi Vantara’s Global Customer Success and Support organization, the Product Support group is responsible for service enablement and support lifecycle management of our solutions. The team collaborates with other Hitachi organizations throughout the solution’s lifecycle to ensure service and support can be provided to the highest degree of quality, customer satisfaction and cost effectiveness.

The Role
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.
•    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. Represent and champion the needs of customers and Hitachi service organizations

What You’ll Bring To The Team
•    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

As required by the equal pay and transparency acts in those states that require it, the expected base salary for this position is:

Base Salary Range: $110K – $120K
On Target Earnings: $130K to $142K

The expected pay is determined based on a variety of factors including, but not limited to, depth of experience in the practice area. Employees are eligible to participate in Hitachi Vantara’s bonus/variable/commission pay programs, where applicable, and are subject to the program’s conditions and restrictions.

We’re a global team of innovators. Together, we harness engineering excellence and passion for insight to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can a make positive impact on their industries and society. If you believe that innovation can inspire the future, this is the place to fulfil your purpose and achieve your potential.

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