Note: The job is a remote job and is open to candidates in USA. Komatsu is a global leader in developing and supplying technologies, equipment, and services for various industries. They are seeking a Product Support Manager to facilitate distributor and customer success by resolving product issues, managing relationships, and providing technical support and training.
Responsibilities
- Support servicing agent with diagnosing and resolving technical problems on Komatsu attachment products. Advise servicing agent and customers on operational and maintenance best practices for attachments
- Review and adjudicate warranty claims from servicing agent for Komatsu attachment products in accordance with Komatsu Service Policy and Procedure Manual guidelines
- Prepare reports, presentations, charts/graphs, and other documents to summarize Komatsu attachments performance
- Coordinate attachment start-up with customer and servicing agent after sale is complete. Manage assembly, commissioning and delivery of attachments 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 attachment 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 attachments support capability levels for the servicing agent personnel
- Perform Root Cause Analysis (RCA) investigations on Komatsu attachments 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 attachments in the market (delivery terms, up time, operating cost guarantees, etc)
- Train servicing agent as required to execute attachment contract obligations. Monitor contract performance and manage corrective actions to close any shortfalls in attachment equipment performance
Skills
- Education: Associate degree or technical training related to the repair and service of heavy equipment
- Experience: 5 years' industry experience in the repair and service of heavy equipment
- Demonstrated success in a project management role
- 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.). Proficiency with SAP and Salesforce
- 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
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
Company Overview