Location:Mount Pleasant, Pennsylvania, United States of America
Job ID:R0137150
Date Posted:2026-08-06
Company Name:HITACHI ENERGY USA INC
Profession (Job Category):Engineering & Science
Job Schedule: Full time
Remote:No
Job Description:Spare Parts Operations Manager, North AmericaAs the
Spare Parts Operations Manager, North America, you will lead the strategy and execution of our regional Spare Parts Operations for the Service Business Unit. In this highly visible role, you will be responsible for delivering world-class customer experience through effective order management, inventory planning, fulfillment coordination, and end-to-end supply chain collaboration.
You will play a critical role in ensuring parts availability, improving Customer On-Time Delivery (COTD), enhancing service performance, and supporting profitable growth across North America. Support business goals in leveraging installed-base insights, market opportunities, and digital tools, you will help shape the future of our spare parts business while supporting customer uptime and grid reliability.
Working across Service Operations, SCM, Warehousing, Logistics, Engineering, Product Management, Sales, and Finance, you will influence key business decisions and help build a scalable, customer-centric organization capable of supporting one of the world's leading energy technology companies.
How You'll Make an ImpactLead the Spare Parts Business- Lead the North America Spare Parts Strategy & Operations, ensuring high levels of customer satisfaction, parts availability, and Customer On-Time Delivery (COTD).
- Execute the regional Spare Parts Growth Strategy by balancing customer service, inventory optimization, supply resilience, and profitable growth.
- Utilize installed-base insights, demand trends, and lifecycle data to improve service performance and identify growth opportunities.
- Support business growth through lifecycle solutions, critical spare parts programs, end-of-life strategies, and customer-focused service offerings.
- Build, coach, and develop a high-performing team focused on customer experience, collaboration, and continuous improvement
Deliver Exceptional Customer Experience- Lead customer order management activities from order booking through fulfillment and delivery.
- Ensure timely and accurate order entry, order processing, delivery commitment management, and fulfillment coordination.
- Serve as the primary escalation point for customers regarding order status, material availability, delivery commitments, and service recovery.
- Develop trusted customer relationships through proactive communication and reliable execution
- Partner with Sales and Service teams to strengthen customer satisfaction and support long-term customer success.
Drive Planning, Availability, and Delivery Performance- Own North America Customer On-Time Delivery (COTD) performance for the Spare Parts business.
- Lead demand forecasting, inventory planning, replenishment strategies, and fulfillment coordination activities.
- Define inventory strategies based on criticality, service levels, installed-base requirements, and customer commitments.
- Partner with Supply Chain team to ensure critical spare parts are available to support outages, emergency response, service agreements, and customer uptime.
- Manage spare parts lifecycle planning, obsolescence risks, and end-of-life strategies to ensure long-term customer support.
Build Strong Cross-Functional Partnerships- Act as the key business interface between the Spare Parts organization and SCM Procurement teams.
- Collaborate closely with Procurement to improve supplier performance, material availability, lead times, and sourcing effectiveness.
- Drive escalation and recovery plans for constrained materials impacting customer deliveries.
- Partner with Warehousing and Logistics teams to ensure seamless execution of inventory and fulfillment strategies.
- Support field service teams with materials planning for outages, emergency response activities, and service agreements.
- Foster a culture of accountability, collaboration, customer focus, and operational excellence.
Accelerate Digital Transformation and Continuous Improvement- Leverage SAP ERP and analytics tools to improve visibility, planning accuracy, and decision-making.
- Develop and maintain KPI dashboards that drive operational and strategic performance.
- Champion digitalization initiatives, process automation, and reporting capabilities that enhance efficiency and customer experience.
- Use data-driven insights to identify improvement opportunities and support strategic business decisions.
Your Background- Bachelor's degree in engineering, Business Administration, Operations Management, SCM or a related field. Master Business Administration (MBA) is a plus.
- 7+ years of experience in spare parts management, aftermarket services, supply chain, inventory planning, customer order management, or fulfillment operations.
- PMP certification, desired.
- Proven experience in managing multi-disciplinary and muti cultural teams.
- Experience within power systems, high voltage switchgears and components & transformers products, utilities, energy, industrial equipment, manufacturing, or service organizations preferred.
- Proven experience managing customer order fulfillment and delivery performance.
- Strong understanding of inventory planning, forecasting, procurement, logistics, and service supply chain processes.
- Strong proficiency with SAP (MRP, Master Data, MTO/MTS/ Service Orders, Project Cockpit,etc)
- Strong analytical capabilities and data-driven decision-making skills.
- Experience with Power BI or similar business intelligence tools preferred.
- Lean Six Sigma (minimum green belt), desired.
- Ability to travel up to 25% within North America.
Key Performance Indicators- Customer On-Time Delivery (COTD)
- Customer Satisfaction
- Revenue Growth
- Order Cycle Time
- Parts Availability
- Backlog & Forecast Accuracy
- Inventory & Working Capital Performance
- Strategic Growth Initiative Execution
