Product Support Manager- Electric Drive Trucks- US West

Job Overview

Facilitate mining distributor and customer success by identifying and driving the resolution of Komatsu mining product issues, assist distributors with surface mining equipment troubleshooting, manage key relationships at Komatsu factories and distributors, serve as the local proponent for the Technical Service Information (TSI) process, provide technical support for new mining equipment installations, serve as the proponent for the mining product warranty process, and provide product support training to distributors.

Key Job Responsibilities

• Support servicing agent with diagnosing and resolving technical and service problems on Komatsu's surface mining hydraulic shovel equipment line.
• Advise servicing agent and customers on operational and maintenance best practices for surface mining equipment.
• Review and adjudicate warranty claims from servicing agent for Komatsu surface mining equipment in accordance with Komatsu Service Policy and Procedure Manual guidelines.
• Prepare reports, presentations, charts/graphs, and other documents to summarize Komatsu machine performance.
• Coordinate mining equipment project start-up with customer and servicing agent after sale is complete. Manage assembly, commissioning and delivery of machines to customers in accordance with contract delivery terms.
• Serve as mediator to resolve any disputes between the customer and servicing agent. Execute policy settlements (outside warranty) on behalf of Komatsu.
• Conduct meetings with servicing agent and customers to manage product acceptance through continuous improvement using Komatsu's JoiFUL process.
• Compile reports to document quality issues on mining machines on an ongoing basis for Komatsu factory engineering review. Coordinate field investigations or mining machine testing required by Komatsu.
• Coordinate the implementation of any post and pre-delivery Komatsu factory updates to the machines with the servicing agent and the customer.
• Manage training plans to improve Komatsu machine support capability levels for the servicing agent personnel.
• Perform Root Cause Analysis (RCA) investigations on Komatsu mining equipment and major components.
• Interpret and analyze predictive maintenance and machine health data including oil analysis reports, customer maintenance records, machine downloads, and machine health monitoring data.
• Structure support terms for the sale of new machines in the market (delivery terms, up time, operating cost guarantees, etc).
• Train servicing agent as required to execute mining equipment contract obligations. Monitor contract performance and manage corrective actions to close any shortfalls in mining equipment performance.

Qualifications/Requirements

• Education: Associate degree or technical training related to the repair and service of heavy equipment.
• Education: Technical classes on the Komatsu electric drive truck mining product line.
• Experience: 5 years' industry experience in the repair and service of heavy equipment.
• Communication Skills: successful candidate must demonstrate exceptional verbal and written communication skills with the ability to resolve problems and present technical information to servicing agent, customers, and Komatsu stakeholders.
• Computer Skills: High-level proficiency with Microsoft Office applications (Outlook, PowerPoint, Word, Excel) and web browsers. Experience with computer-based troubleshooting on heavy equipment (fault code analysis, machine downloads, etc.).
• Technical Skills: Advanced knowledge of mechanical, electrical, and hydraulic systems required.
• Travel: Position requires travel of up to 75%.
• Must possess a valid driver's license and be able to safely operate a company vehicle.

Preferred Skills

• Education: Bachelor's degree or higher.
• Experience: Demonstrated success in a project management role.
• Experience: 5 years' technical experience with the Komatsu electric drive truck product line.
• Management Experience: 2+ years' service management experience.
• Computer Skills: Proficiency with SAP and other Komatsu service applications.

Benefits

• Health benefits: Medical, dental, vision, HSA, wellness programs, etc.
• 401k and/or employee savings programs
• Employee time off (vacation and designated holidays)
• Employee and family assistance programs
• Disability benefits
• Life insurance
• Employee learning and development programs