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Product Support Manager - Scotland

  • Salary - £46,410.24
  • Closing date - 8th December
  • Location - Scotland/Glasgow

Are you searching for a rewarding career at a company that places customers at the heart of everything it does? Can you challenge yourself to consistently exceed their expectations for the provision of safe and reliable products and services? At Hitachi Construction Machinery (UK), we are seeking ambitious and committed team players, capable of using their skills and expertise to enhance the excellent ownership experience of our equipment.

For over 70 years, Hitachi has been building a reputation for producing the widest range of high-quality, advanced hydraulic excavators in the world. Its subsidiary – Hitachi Construction Machinery (UK) – supplies mini, medium, large and wheeled excavators, wheel loaders, parts and service across the British and Irish construction industry sectors, with 12 depots and an appointed sub-dealer in Ireland.

Position Summary:

  • Be responsible for the smooth and efficient running of the Cumbernauld Product Support depot.
  • Ensure all depot health, safety and statuary compliance requirements are maintained.
  • Manage a team of regional field service engineers, ensuring they follow all HCMUK and customer health, safety, and compliance rules.
  • Ensure monthly and annual regional Product Support targets are achieved and improve aftersales GP.
  • Target customers to promote and sell Hitachi genuine parts and service agreements,
  • Promote parts and service sales, undercarriage repairs/overhauls, major component repairs/overhauls & CTFleet Link telematics.
  • Identify new areas for growth & new business opportunities for parts & service in Scotland.
  • Maintain regular contact with customers while having an ability to identify any potential dispute early, follow up and resolve in a timely manner.
  • Support the regional service controller, with regular communication to maximize the use of the field service engineers to ensure all work is carried out in a professional timely manner to maximize efficiency and profitability.
  • Monitor regional work in progress and assist service controller with invoicing jobs in a timely manner to maximize departmental turnover and profit.
  • Be responsible for and manage customer debt recovery within the region.
  • Carry out quarterly field service engineer vehicle inspections.
  • Carry out spot checks on engineers working on site to ensure company polices and relevant site rules are adhered to.
  • Support the regional sales force with Product Support enquiries.
  • Carry out machine inspections to generate aftersales revenue using the Consite Shot App.

General responsibilities

  • The Company is committed to achieving a high standard of Health and Safety in all its activities and the post holder will be expected to contribute to maintaining standards to ensure compliance with all appropriate legislation.
  • Take responsibility for managing own performance and to participate in any identified training or development opportunities.
  • To recognise the importance of fairness and equality in the workplace, to treat everyone with dignity and respect.
  • Comply with Company Codes of Conduct, policies, and procedures always.

It is not possible for this document to totally encompass or define all tasks that may be required of the post holder.  The outlined duties may therefore vary from time to time without materially changing either the character or level of responsibility.

Knowledge, Skills & Abilities:


  • Experience with mobile plant operating in the construction/quarrying industry.
  • Good commercial awareness with a minimum of 4 years demonstrable experience in a similar role within an OEM dealer or manufacturer.
  • Full UK Driving Licence
  • Ability to manage change and comply with internal and external business processes.
  • Excellent time management skills, a forward thinker with strong organisational and planning skills in a fast-paced environment.
  • Ability to work under pressure, with the aptitude to think on your feet and resolve issues that may arise.
  • Be customer focused but always maintaining the company position
  • Keeps all key stakeholders informed of progress on key tasks.


  • Ability to provide assistance and support to colleagues, demonstrating a hands-on approach with an aptitude to effectively organise and prioritise workloads.
  • Excellent IT skills including the use of MS office and smartphone apps.

To apply, please visit

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