HRIS, Customer Success Engagement Coordinator

Mitsubishi Heavy Industries America, Inc. (MHIA) is looking for a HRIS, Customer Success Engagement Coordinator to join our team. This role is onsite and based out of our Houston, TX Headquarters in the Galleria District.

ABOUT MITSUBISHI HEAVY INDUSTRIES AMERICA, INC. (MHIA):

For over 130 years Mitsubishi Heavy Industries (MHI) Group’s innovative and integrated solutions have demonstrated our commitment to creating a positive social impact around the globe. Our range of products and services are tailored to meet our customers’ evolving needs across the commercial aviation, energy, transportation and infrastructure, machinery, defense and space systems sectors.

Our culture embraces diversity and cooperation, and we promote a healthy balance of professional and personal development, ensuring that your ideas and expertise are valued and respected.

SCOPE:

The Customer Success Engagement Coordinator serves as the first point of contact for inquiries and support requests directed to the team by global MHIA customers. This role is responsible for the triage of incoming tickets and communications, ensuring they are accurately categorized, prioritized, and routed to the appropriate team members for resolution. To do this effectively, the Engagement Coordinator maintains a strong working knowledge of the team’s systems framework, including case management, payroll, time and attendance, and related business processes.

The ideal candidate will have at least a minimum of One (1) year related in an administrative, customer service, IT or office support role managing a high volume of inquiries through a shared email inbox, ticketing system, or case management platform is required.

JOB RESPONSIBILITIES:

• Monitor and manage the MHIA C.A.R.E tool ticketing system, ensuring timely acknowledgment of all incoming inquiries and requests.
• Categorize and prioritize C.A.R.E tickets based on urgency, subject matter, and complexity.
• Assign or escalate tickets to appropriate team members or departments (Benefits, Payroll, Talent Acquisition).
• Respond to general system inquiries directly, following standard operating procedures and policy guidelines.
• Track ticket status to ensure timely resolution and follow-up by all team members, as needed.
• Maintain clear, accurate, and professional communication within the ticketing system.
• Maintain an understanding of end-to-end HR business processes and their relationship to system workflows and provide support for these processes as needed. Provide day-to-day customer service, triage, and system support to existing and new system users in support of timely and accurate data in applicable system(s).
• Create/maintain process documentation and user guides.
• Partner with the internal HR team, external teams, and/or vendors to research system issues and downtime and support activities on analysis/resolution.
• Assist system team leader on organizational needs for system implementations, upgrades, new product research, and process improvements.
• Manages the HR Help Desk log for resolution and analysis of trends.
• Support the engagement team with project management process including assessing business and application requirements, HR Operations process initiatives, change management, identifying security requirements, test plans, and coordinating test execution and implementation.
• Capture and document non-functional requirements that are important to the user community (i.e. usability, learnability, reliability).
• Communicate requirements for changes to business processes, policies, and information systems to teams and customers.
• Serve as an HR/Payroll team resource/support, including coordination with the lead resource for requirements analysis, testing, security, and integration.
• This list of responsibilities is not all-inclusive, and an employee may be required to perform other relevant duties as assigned.

QUALIFICATIONS & SKILLS:

• Education Requirement: High school diploma or GED required or equivalent combination of education of experience in HR and/or administrative functions

• Experience: Minimum of one (1) year of experience in an administrative, customer service, IT or office support role managing a high volume of inquiries through a shared email inbox, ticketing system, or case management platform is required
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, SharePoint)
• Proactive and quick to learn HR processes, systems, and policies
• Strong team collaborator with clear, professional communication skills
• Able to assess and resolve routine issues independently using sound judgment
• Highly organized with strong attention to detail and ability to track multiple requests
• Consistently follows through on tasks and closes communication loops
• Comfortable presenting information when needed

PREFERRED QUALIFICATIONS:

• Bachelor’s degree in information technology, Human Resources, Business Administration preferred
• Familiarity with basic HR functions (payroll, benefits, HR operations) is a plus
• Experience with Human Resources software such as SAP SuccessFactors EC Preferred
• Experience with payroll systems such as UKG Pro Suite is a plus
• Process flow modeling experience

WORKING CONDITIONS:

• Travel %: 20%
• Standard Monday through Friday work week. Weekend/late night work if applicable: %
• Lifting/physical requirements: Regularly required to sit for long periods, stand, walk, talk and/or hear Frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds

Why Should You Apply?

• Excellent Benefits (Medical, Dental, Vision & 401K Matching)
• Excellent growth and advancement opportunities
• Paid vacation, sick time and 15 holidays
• Committed to quality products and services.
• Great working environment and culture

MHIA is an Equal Employment Opportunity (EEO) employer actively seeking to diversify the workforce and is committed to a policy of equal employment opportunity. Therefore, all qualified applicants are strongly encouraged to apply.

#LI-Onsite